<chapter id="state">
<title>Customize Ticket State (min. OTRS 1.1)</title>
<para>
It's possible to change or add ticket states. There are two important
options, state-name and state-type.
</para>
<para>
<itemizedlist mark='opencircle'>

<listitem>
<para>
The default state-types are 'new', 'open', 'closed', 'pending reminder', 
'pending auto' and 'removed'.
</para>
</listitem>

<listitem>
<para>
Each state needs to have a name (state-name) and a type (state-type). The
name is free settable.
</para>
</listitem>

</itemizedlist>
</para>

<para>
Use the Admin-Interface (Status defs) if you want to change or add ticket states. 
<screenshot>
<screeninfo>ticket zoom</screeninfo>
<graphic srccredit="admin state - screenshot" scale="40" fileref="screenshots/admin-state.png"></graphic>
</screenshot>
</para>

<para>
Take care that you also update some config options if you changed/rename the
state "new". Add to you Kernel/Config.pm:
<programlisting>
    [...]
    # PostmasterDefaultState
    # (The default state of new tickets.) [default: new]
    $Self->{PostmasterDefaultState} = 'new';

    # CustomerDefaultState
    # (default state of new customer tickets)
    $Self->{CustomerDefaultState} = 'new';
    [...]
</programlisting>
</para>

<para>
Take care that you also update some config options if you changed/rename the
state "open". Add to you Kernel/Config.pm:
<programlisting>
    [...]
    # default phone new state
    $Self->{PhoneDefaultNewNextState} = 'open';

    # PostmasterFollowUpState
    # (The state if a ticket got a follow up.) [default: open]
    $Self->{PostmasterFollowUpState} = 'open';
    [...]
</programlisting>
</para>

</chapter>
