Fixes #407 - Added custom ticket states

locale/admin-docs.pot

@@ -8,7 +8,7 @@ msgid ""
 msgstr ""
 "Project-Id-Version: Zammad Admin Documentation pre-release\n"
 "Report-Msgid-Bugs-To: \n"
-"POT-Creation-Date: 2023-11-24 11:01+0100\n"
+"POT-Creation-Date: 2023-11-27 08:42+0100\n"
 "PO-Revision-Date: YEAR-MO-DA HO:MI+ZONE\n"
 "Last-Translator: FULL NAME <EMAIL@ADDRESS>\n"
 "Language-Team: LANGUAGE <[email protected]>\n"
@@ -408,6 +408,7 @@ msgid "Email Inbound"
 msgstr ""
 
 #: ../channels/email/accounts/account-setup.rst:117
+#: ../system/objects.rst:168
 #: ../system/objects/types.rst:157
 msgid "Type"
 msgstr ""
@@ -1051,6 +1052,7 @@ msgstr ""
 #: ../system/integrations/cti/includes/inbound-calls.include.rst:10
 #: ../system/integrations/cti/includes/inbound-calls.include.rst:10
 #: ../system/integrations/cti/includes/outbound-calls.include.rst:20
+#: ../system/objects.rst:176
 msgid "Note"
 msgstr ""
 
@@ -2644,6 +2646,7 @@ msgstr ""
 #: ../manage/scheduler.rst:38
 #: ../manage/slas/how-do-they-work.rst:26
 #: ../manage/templates.rst:33
+#: ../system/objects.rst:148
 msgid "Name"
 msgstr ""
 
@@ -2677,6 +2680,7 @@ msgstr ""
 #: ../manage/templates.rst:43
 #: ../manage/webhook/add.rst:129
 #: ../system/integrations/i-doit.rst:43
+#: ../system/objects.rst:183
 msgid "Active"
 msgstr ""
 
@@ -5927,7 +5931,7 @@ msgid "😵 **Are you using the Note field to keep track of your own \"custom\"
 msgstr ""
 
 #: ../manage/organizations/index.rst:139
-msgid "Wish you could add your own fields Organizations?"
+msgid "Wish you could add your own fields to organizations?"
 msgstr ""
 
 #: ../manage/organizations/index.rst:141
@@ -17734,21 +17738,129 @@ msgid "System attributes"
 msgstr ""
 
 #: ../system/objects.rst:91
-msgid "Zammad comes with pre-configured attributes. Some of these currently do not provide the possibility to edit them via UI (or at all)."
+msgid "Zammad comes with pre-configured attributes. Some of them can't be edited via UI (or at all)."
 msgstr ""
 
 #: ../system/objects.rst:94
 msgid "This is not a bug but is to save you from possibly nuking Zammad."
 msgstr ""
 
 #: ../system/objects.rst:98
-msgid "There are technical exceptions which can be solved via console. This e.g. affects ticket states and priorities, see :docs:`console section </admin/console.html>`."
+msgid "There are technical exceptions which can be solved via console. See :docs:`console section </admin/console.html>` for further information."
 msgstr ""
 
-#: ../system/objects.rst:102
+#: ../system/objects.rst:101
 msgid "💰 If you're a hosted customer, please contact your support for more. 💰"
 msgstr ""
 
+#: ../system/objects.rst:104
+msgid "Ticket State"
+msgstr ""
+
+#: ../system/objects.rst:106
+msgid "If the pre-configured states aren't enough for you or you want to change them, you can do so by clicking on the cogwheel icon in the state row in the ticket tab:"
+msgstr ""
+
+#: ../system/objects.rst:None
+msgid "Screenshot showing highlighted ticket state attribute"
+msgstr ""
+
+#: ../system/objects.rst:114
+msgid "Be careful when changing pre-configured states. This can lead to unwanted behavior in some cases."
+msgstr ""
+
+#: ../system/objects.rst:138
+msgid "Handling of states"
+msgstr ""
+
+#: ../system/objects.rst:118
+msgid "In the state configuration screen, you can add new states, disable states or change states."
+msgstr ""
+
+#: ../system/objects.rst:0
+msgid "Screenshot showing table of default ticket states"
+msgstr ""
+
+#: ../system/objects.rst:126
+msgid "To add a new state, click on the \"New Ticket State\" button in the top right corner. To change an existing state, simply click on the affected state. This opens an edit dialog."
+msgstr ""
+
+#: ../system/objects.rst:130
+msgid "You can also clone a state or set them to \"Default for new tickets\" or \"Default for follow-ups\" by clicking on the ⁝ action button and select the desired function."
+msgstr ""
+
+#: ../system/objects.rst:134
+msgid "*Default for new tickets* means that this state is used for every newly created ticket."
+msgstr ""
+
+#: ../system/objects.rst:137
+msgid "*Default for follow-ups* means that this state is used if the ticket is re-opened after it was closed."
+msgstr ""
+
+#: ../system/objects.rst:183
+msgid "Ticket state in detail"
+msgstr ""
+
+#: ../system/objects.rst:0
+msgid "Screenshot of state editing dialog"
+msgstr ""
+
+#: ../system/objects.rst:147
+msgid "This is the name of the state and what you and your agents are seeing when choosing a state somewhere (e.g. in tickets, trigger configuration)."
+msgstr ""
+
+#: ../system/objects.rst:151
+msgid "There are different state types you can choose from. By default, Zammad comes with one state per state type."
+msgstr ""
+
+#: ../system/objects.rst:154
+msgid "**closed**: for states for tickets that are finished and do not need to be processed further"
+msgstr ""
+
+#: ../system/objects.rst:156
+msgid "**merged**: for states for tickets that are merged with other tickets"
+msgstr ""
+
+#: ../system/objects.rst:157
+msgid "**new**: for states for tickets that are new and it hasn't been worked on them"
+msgstr ""
+
+#: ../system/objects.rst:159
+msgid "**open**: for states for tickets that are in progress and agents are working on them"
+msgstr ""
+
+#: ../system/objects.rst:161
+msgid "**pending action**: for states for tickets that are waiting for a specified time and then change their state (default example: *pending close*)"
+msgstr ""
+
+#: ../system/objects.rst:164
+msgid "**pending reminder**: for states for tickets that are in progress and you want to set a reminder. (default example: *pending reminder*)"
+msgstr ""
+
+#: ../system/objects.rst:167
+msgid "⚠️ Choosing the correct state type is important! If you are in doubt, have a look on the default states and their types!"
+msgstr ""
+
+#: ../system/objects.rst:172
+msgid "Ignore escalation"
+msgstr ""
+
+#: ../system/objects.rst:171
+msgid "Here you can define whether tickets of this state will count to escalation time or not."
+msgstr ""
+
+#: ../system/objects.rst:175
+msgid "You can create a note for the state to inform other admins about the state. This has no effect on tickets."
+msgstr ""
+
+#: ../system/objects.rst:179
+msgid "Set the state to *active* or *inactive*."
+msgstr ""
+
+#: ../system/objects.rst:181
+msgid "it is technically possible to set all states to inactive. To keep Zammad working in such a case, the inactive flag of one of the states is ignored."
+msgstr ""
+
 #: ../system/objects/external-data-source-example.rst:2
 msgid "External Data Source"
 msgstr ""

manage/organizations/index.rst

@@ -136,7 +136,7 @@ The ones that aren't are described below.
    .. hint:: 😵 **Are you using the Note field
       to keep track of your own "custom" organization attributes?**
 
-      Wish you could add your own fields Organizations?
+      Wish you could add your own fields to organizations?
 
       You can! To learn more, see :doc:`/system/objects`.
 

system/objects.rst

@@ -88,15 +88,97 @@ to Zammad. If you made a mistake or just want to discard your changes, click
 System attributes
 -----------------
 
-Zammad comes with pre-configured attributes. Some of these currently do not
-provide the possibility to edit them via UI (or at all).
+Zammad comes with pre-configured attributes. Some of them can't be edited via
+UI (or at all).
 
 This is not a bug but is to save you from possibly nuking Zammad.
 
    .. tip::
 
       There are technical exceptions which can be solved via console.
-      This e.g. affects ticket states and priorities, see
-      :docs:`console section </admin/console.html>`.
+      See :docs:`console section </admin/console.html>` for further information.
 
       💰 If you're a hosted customer, please contact your support for more. 💰
+
+Ticket State
+^^^^^^^^^^^^
+
+If the pre-configured states aren't enough for you or you want to change
+them, you can do so by clicking on the cogwheel icon in the state row in the
+ticket tab:
+
+.. figure:: /images/system/objects/ticket-state/highlighted-state-attribute.png
+   :align: center
+   :alt: Screenshot showing highlighted ticket state attribute
+
+.. danger:: Be careful when changing pre-configured states. This can lead
+   to unwanted behavior in some cases.
+
+Handling of states
+   In the state configuration screen, you can add new states, disable states or
+   change states.
+
+   .. figure:: /images/system/objects/ticket-state/table-ticket-states-default.png
+      :align: center
+      :scale: 80%
+      :alt: Screenshot showing table of default ticket states
+
+   To add a new state, click on the "New Ticket State" button in the top right
+   corner. To change an existing state, simply click on the affected state. This
+   opens an edit dialog.
+
+   You can also clone a state or set them to "Default for new tickets" or
+   "Default for follow-ups" by clicking on the ⁝ action button and select the
+   desired function.
+
+   *Default for new tickets* means that this state is used for every newly
+   created ticket.
+
+   *Default for follow-ups* means that this state is used if the ticket is
+   re-opened after it was closed.
+
+Ticket state in detail
+   .. figure:: /images/system/objects/ticket-state/state-editing-dialog.png
+      :alt: Screenshot of state editing dialog
+      :align: center
+      :scale: 80%
+
+   Name
+      This is the name of the state and what you and your agents are seeing when
+      choosing a state somewhere (e.g. in tickets, trigger configuration).
+
+   Type
+      There are different state types you can choose from. By default, Zammad
+      comes with one state per state type.
+
+        - **closed**: for states for tickets that are finished and do not need
+          to be processed further
+        - **merged**: for states for tickets that are merged with other tickets
+        - **new**: for states for tickets that are new and it hasn't been
+          worked on them
+        - **open**: for states for tickets that are in progress and agents are
+          working on them
+        - **pending action**: for states for tickets that are waiting for a
+          specified time and then change their state (default example:
+          *pending close*)
+        - **pending reminder**: for states for tickets that are in progress and
+          you want to set a reminder. (default example: *pending reminder*)
+
+      .. attention:: ⚠️ Choosing the correct state type is important! If you are
+         in doubt, have a look on the default states and their types!
+
+   Ignore escalation
+      Here you can define whether tickets of this state will count to escalation
+      time or not.
+
+   Note
+      You can create a note for the state to inform other admins about the
+      state. This has no effect on tickets.
+
+   Active
+      Set the state to *active* or *inactive*.
+
+      .. note:: it is technically possible to set all states to inactive. To
+         keep Zammad working in such a case, the inactive flag of one of the
+         states is ignored.
+