How to add new "Reopen" state when users create a new ticket.!


  • Used Zammad version: 4.1.x
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: Cent-OS
  • Browser + version: Chrome - 97.0

Curranly in my system. When user create a ticket that time showing “New” and “Close” state.

So I want be add new state like “reopen” when users create a new ticket.

How to add new “Reopen” state when users create a new ticket.

only via rails console AFAIK, nothing in the webUI, something like that:

        state_type_id: Ticket::StateType.find_by(name: 'new').id,
        name: 'Reopen',
    #     next_state; Ticket::StateType.find_by(name: '...'),
        ignore_escalation: false,
        default_create: false,
        default_follow_up: true
        note: 'Just reopened ticket',
        active: true,
        created_by_id: 1,
        updated_by_id: 1,

Please adapt to your needs.

Please, if you provide commands out of context, provide them completely.
Your command example is incomplete.

The whole parts can be found int he documentation:

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