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It is possible to change the predefined states and state types for tickets in OTRS. Also additional states or state types can be added. Two options are important for a state, the name (state-name) and the type of the state (state-type).
The default states of OTRS are 'closed successful', 'closed unsuccessful', 'merged', 'new', 'open', 'pending auto close+', 'pending auto close-', 'pending reminder' and 'removed'.
After the pending time has expired, the bug owner will receive a reminder email concerning the ticket. If the ticket is not locked, the reminder will be sent to all agents in the queue. Reminder tickets will only be sent out within business hours, and are repeated every 24 hours until the state of the ticket is changed by the agent. Time spent by the ticket in this status will still add towards the escalation time calculations.
Tickets in this status will be set to Closed Unsuccessful if the pending time has expired. Time spent by the ticket in this status will still add towards the escalation time calculations.
Tickets in this status will be set to Closed Successful if the pending time has expired. Time spent by the ticket in this status will still add towards the escalation time calculations.
End state for tickets that have been successfully resolved. Depending on your configuration, you might not be able to reopen closed tickets.