Chapter 18. 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.

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';
    [...]