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OTRS allows you to change predefined ticket states and their types, or even add new ones. Two attributes are important for a state: the state name and the 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 ticket 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 during business hours, and are repeatedly sent every 24 hours until the ticket state is changed by the agent. Time spent by the ticket in this status will still add towards the escalation time calculation.
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 calculation.
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 calculation.
This is the end state for tickets that have been successfully resolved. Depending on your configuration, you may or may not be able to reopen closed tickets.