"Reply"-button - change default status from 'open' to 'wcr' (Daniel Schwager)

we added a new state to our rt3.8.17 called “wcr”
(Waiting for Customer Response to a question in the ticket).

Normally, if we reply to a customer ticket,
we change the state from “open” to “wcr” while replying (Update.html).

Is there a possibility to change rt/Ticket/Update.html (maybe with
callbacks)
by default that the status is set to “wcr” instead of “open” ?

I put a module on users’ page that has displays the results of this search

  • it has a similar effect and may suit your needs … or not:

we added a new state to our rt3.8.17 called “wcr”
(Waiting for Customer Response to a question in the ticket).

Normally, if we reply to a customer ticket,
we change the state from “open” to “wcr” while replying (Update.html).

Is there a possibility to change rt/Ticket/Update.html (maybe with
callbacks)
by default that the status is set to “wcr” instead of “open” ?

I put a module on users’ page that has displays the results of this search

  • it has a similar effect and may suit your needs … or not:

Seems I learned a new keyboard shortcut for ‘send now’… anyway here’s the
query:

Owner = ‘CurrentUser’ AND ( Status = ‘new’ OR Status = ‘open’ ) AND
LastUpdatedBy != ‘CurrentUser

This will show tickets owned by the current user which are open/new and
were most recently updated by someone else [meaning the user’s activity is
not the most recent activity].

hope this helps
ram