Ticket state difference

[Juha_Otava]

Hi,

Found if a ticket is answered and state changed to "Waiting for approval", the user who opened case sees state "in Progress". Also email sent initially to user says state is "in Progress".

Note type: Public reply
New state: Waiting for approval

Is this intended behaviour?

[Karel_DS]

If you set 'In Progress' on the Show different state to users column of the ticket states table (on the Configuration -> Ticket Content page) for the 'Waiting for approval' state, then yes this is expected behavior.