Unable to add Custom Ticket state type

Technical assistance
1

Infos:

  • Used Zammad version: latest
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: Ubuntu 22.04
  • Browser + version:

Team, we are trying to explore opensource zammad and facing issue like not having an option to add custom new Ticket State type. Please help us by providing the necessary steps

Screenshot

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Expected behavior:

Actual behavior:

Steps to reproduce the behavior:

2

https://admin-docs.zammad.org/en/latest/system/objects.html#ticket-state

3

Hi,

Thanks for your response. I have validated the link which you have provided and I could able to add different Ticket states but can’t add custom new ticket type.

Only below listed Ticket types are only available

Please let us know if any way to achieve the same

  • new: for states for tickets that are new and it hasn’t been worked on them
  • open: for states for tickets that are in progress and agents are working on them
  • merged: for states for tickets that are merged with other tickets
  • pending reminder: for states for tickets that are in progress and you want to set a reminder. (default example: pending reminder)
  • pending action: for states for tickets that are waiting for a specified time and then change their state (default example: pending close)
  • closed: for states for tickets that are finished and do not need to be processed further
4

Hi @karthikeyan.v, I’m still not certain about what are you trying to achieve, but state types are not customizable. What is missing from your point of view?

5

Hi fliebe92,

We are trying to achieve set Custom Ticket State type like “on hold” “waiting on customer end”. So, I am trying to create Ticket states with Ticket State types.

Thanks

6

It’s all there, I think you just have to read the documentation and understand it.

For example, waiting for customer (or whatever) is just a new ticket state with state type pending reminder.