Hi Jeremy,

I thought that state changed automatically (e.g. in response to assignment) but can't locate such logic in the code. Is state manual only?

Thx

Comments

jeremy’s picture

jeremy commented
Status: Active » Fixed

The only time state will change automatically is from "new" to "active" if the ticket is updated by a different user than created the ticket.

eft’s picture

eft commented

Thanks for the clarification Jeremy.

Status: Fixed » Closed (fixed)

Automatically closed -- issue fixed for 2 weeks with no activity.

ptaff’s picture

ptaff commented

For those who wonder about that state change when a user modifies a ticket created by another user…

The 2nd state selection is made by the _support_state_secondary() method inside support.module. Currently the rule is to pick the lowest-weighting state from the support_states database table where phase2 equals 1. So this picks the active state by default on installation.

So to keep the ticket state to new even after modification by another user, without touching the codebase, this database query should work:

UPDATE support_states SET phase2=1 WHERE state='new';