How can i make StatusType "new" always available to select

Technical assistance
#1
  • Used Zammad version: 5.0.3
  • Used Zammad installation type: (package)
  • Operating system: Ubuntu
  • Browser + version: Firefox 96

hello all,

It’s about 2 things:

1- Once a ticket is processed, status “new” (State_id:1) cannot be selected anymore. With which attribute can I make this like status “open” always Available for agents ?

2- and I want to make status “new” as “default” for new phoneTickets. This is also disabled and cannot be edited via WebApp.

i found the following documentation but i could not implement my intentions with it.

https://docs.zammad.org/en/latest/admin/console/working-on-tickets.html

#2

As soon as an agent handles the ticket, it no longer is considered new - why would it?
Apart from that, Core Workflows might be your solution here.

https://admin-docs.zammad.org/en/latest/system/core-workflows.html

#3

when he finishes his processing, he should send the ticket as new to other group so that agents in other group keep the ticket as fresh. But I think notification system does this job better.

I tried with Core Workflow, it doesn’t work either because the status ID of “New” is no longer available