Fixed issue #1322 - Customer response via note does not trigger escalation.

app/assets/javascripts/app/controllers/ticket_zoom.coffee

@@ -558,6 +558,10 @@ class App.TicketZoom extends App.Controller
     # update changes in ui
     currentStore = @currentStore()
     modelDiff = @formDiff(currentParams, currentStore)
+
+    # set followup state if needed
+    @setDefaultFollowUpState(modelDiff, currentStore)
+
     @markFormDiff(modelDiff)
     @taskUpdateAll(modelDiff)
 
@@ -582,6 +586,43 @@ class App.TicketZoom extends App.Controller
 
     currentStore
 
+  setDefaultFollowUpState: (modelDiff, currentStore) ->
+
+    # if the default state is set
+    # and the body get changed to empty
+    # then we want to reset the state
+    if @isDefaultFollowUpStateSet && !modelDiff.article.body
+      @$('.sidebar select[name=state_id]').val(currentStore.ticket.state_id).trigger('change')
+      @isDefaultFollowUpStateSet = false
+      return
+
+    # set default if body is filled
+    return if !modelDiff.article.body
+
+    # and state got not changed
+    return if modelDiff.ticket.state_id
+
+    # and we are in the customer interface
+    return if !@permissionCheck('ticket.customer')
+
+    # and the default is was not set before
+    return if @isDefaultFollowUpStateSet
+
+    # prevent multiple changes for the default follow up state
+    @isDefaultFollowUpStateSet = true
+
+    # get state
+    state = App.TicketState.findByAttribute('default_follow_up', true)
+
+    # change ui and trigger change
+    if state
+      @$('.sidebar[data-tab=ticket] select[name=state_id]').val(state.id).trigger('change')
+
+    true
+
+  resetDefaultFollowUpState: ->
+    @isDefaultFollowUpStateSet = false
+
   formCurrent: =>
     currentParams =
       ticket:  @formParam(@el.find('.edit'))
@@ -596,6 +637,10 @@ class App.TicketZoom extends App.Controller
 
     # remove not needed attributes
     delete currentParams.article.form_id
+
+    if @permissionCheck('ticket.customer')
+      currentParams.article.internal = ''
+
     currentParams
 
   formDiff: (currentParams, currentStore) ->
@@ -867,6 +912,9 @@ class App.TicketZoom extends App.Controller
     # reset task
     @taskReset()
 
+    # reset default follow up state
+    @resetDefaultFollowUpState()
+
     # reset/delete uploaded attachments
     App.Ajax.request(
       type:  'DELETE'

test/browser/customer_ticket_create_test.rb

@@ -64,5 +64,92 @@ class CustomerTicketCreateTest < TestCase
       css: '.content.active div.ticket-article',
       value: 'some body 1234 äöüß',
     )
+
+    # now we want to verify the default followup state
+    # for this case we close the ticket first and then
+    # write a new article. If the content is written
+    # then the state should change initially to open
+
+    # close the ticket
+    select(
+      css: '.content.active [name="state_id"]',
+      value: 'closed',
+    )
+
+    set(
+      css: '.content.active [data-name="body"]',
+      value: 'close #1',
+      no_click: true,
+    )
+
+    click(css: '.content.active .js-submit')
+    watch_for(
+      css: '.content.active div.ticket-article',
+      value: 'close #1',
+    )
+
+    # check if the ticket is closed
+    match(
+      css: '.content.active .sidebar [name="state_id"]',
+      value: 'closed',
+    )
+
+    # type in new content into rte to trigger the default follow up state
+    set(
+      css: '.content.active [data-name="body"]',
+      value: 'some body blublub default followup for reopen check',
+      no_click: true,
+    )
+
+    # verify if the state has changed to open
+    watch_for(
+      css: '.content.active .sidebar [name="state_id"]',
+      value: 'open',
+    )
+
+    # no we verify the reverse way:
+    # if the body get changed to empty again then
+    # the default follow up state should get unset and
+    # will change to the the default ticket state.
+
+    # remove content from rte
+    set(
+      css: '.content.active [data-name="body"]',
+      value: '',
+      no_click: true,
+    )
+
+    # check if state changed to closed again
+    watch_for(
+      css: '.content.active .sidebar [name="state_id"]',
+      value: 'closed',
+    )
+
+    # type in new content into rte to trigger the default follow up state
+    set(
+      css: '.content.active [data-name="body"]',
+      value: 'some body blublub default followup for reopen check',
+      no_click: true,
+    )
+
+    # verify if the state has changed to open
+    watch_for(
+      css: '.content.active .sidebar [name="state_id"]',
+      value: 'open',
+    )
+
+    # submit and reload to check if the new state is set
+    click(css: '.content.active .js-submit')
+
+    watch_for(
+      css: '.content.active div.ticket-article',
+      value: 'some body blublub default followup for reopen check',
+    )
+
+    # verify if the state has changed to open
+    match(
+      css: '.content.active .sidebar [name="state_id"]',
+      value: 'open',
+    )
   end
 end