OTRS 1.1 - Manual
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# Chapter 17. Customize Ticket State (min. OTRS 1.1)

It's possible to change or add ticket states. There are two important options, state-name and state-type.

- The default state-types are 'new', 'open', 'closed', 'pending reminder', 'pending auto' and 'removed'.

- Each state needs to have a name (state-name) and a type (state-type). The name is free settable.

Use the Admin-Interface (Status defs) if you want to change or add ticket states.

Take care that you also update some config options if you changed/rename the state "new". Add to you Kernel/Config.pm:

        [...]
        # PostmasterDefaultState
        # (The default state of new tickets.) [default: new]
        $Self->{PostmasterDefaultState} = 'new';
        [...]

Take care that you also update some config options if you changed/rename the state "open". Add to you Kernel/Config.pm:

        [...]
        # default phone new state
        $Self->{PhoneDefaultNewNextState} = 'open';

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

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