Disabling auto change status after reply on ticket in CRM Online 8.4 R07

Hi,

Is it possible to disable the automatically change of ticket status, if user is replying on ticket?

After update to 8.4 R07 this feature is turned on by default. But a customer already asked to turn off this feature.

 

Release note: 

  • Reply on ticket can set owner and status automatically

RE: Disabling auto change status after reply on ticket in CRM Online 8.4 R07

Maybe a toggle feature would be great, just like "Take ownership when replying".

Af: Brian Mulder 12. mar 2019

RE: Disabling auto change status after reply on ticket in CRM Online 8.4 R07

Just set the "Default status for new message" to an empty value.

Sverre

Af: Sverre Hjelm 15. mar 2019

RE: Disabling auto change status after reply on ticket in CRM Online 8.4 R07

To set it to blank can be a bit tricky as it is no choice for no value in the drop down. However you can delete the text and press the tab key (to go to next field) and then you manage to do it!

Af: Stein Ove Sektnan 15. mar 2019

RE: Disabling auto change status after reply on ticket in CRM Online 8.4 R07

We've tried the above, but the empty value is not saved. After opening category again, the status is predefined and not empty.

Af: Brian Mulder 15. mar 2019

RE: Disabling auto change status after reply on ticket in CRM Online 8.4 R07

Any news about this? We would also like to have default status as empty.

Af: Mikko Tillikainen 6. mar 2020