[otrs] a few questions about customizing auto-reply and ticket status

[Martin Hamant]

Hi !

I am testing OTRS to see if it can be suitable for our needs.

1) About Auto-reply feature: I have set defaults auto-reply messages
(follow-up, reply ...) but I can't make the "reject" one to work.
If a customer reply by email to a closed ticked, it just reopen it. What
I am expecting for in that case is rejecting with the messages: 

"Your previous ticket is closed.

-- Your follow up has been rejected. --

Please create a new ticket.

Your OTRS Team"


whether than reopen it !

What am I doing wrong ?


2) Subject on customer follow-up and available variables

- On the bottom of the auto-reply properties screen, there are some
variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT...
etc). Is details for the wildcards in OTRS_TICKET_* are documented
somewhere ?

- On customer follow-up, <OTRS_CUSTOMER_SUBJECT[20]> becomes something
like  "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like
to get the ORIGINAL ticket subject, that's why I hope i can use a
properties of OTRS_TICKET_*


Thank you !!

-- 
Martin