We have been running OTRS for about a month and I think it is the best
OSS ticketing system I've ever used.
Lately it came to my attention that when a customer replies to a "ticket
closed" email the ticket is not re-opened; the customer receives a "your
ticket has been updated" message immediately followed by a "your ticket
has been closed" message. The ticket state remains "resolved" (re-named
from "closed successful"). We are running 3.2.1.
I feel that I've already check all the obvious settings but I must be
missing something. Where else should I be looking?
My Queue is set to "Follow up Option: possible" and
Core::PostMaster::PostmasterFollowUpStateClose -> "open"
Logs indicate the follow up is processed and "ticket closed" message is
sent out immediately following:
Jan 28 09:58:38 support0 OTRS-otrs.PostMaster.pl-3[9663]:
[Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to
Ticket [3000260] created (TicketID=208, ArticleID=976). ,
Jan 28 09:58:51 support0 OTRS-CGI-3[14733]:
[Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to
'customer@digipen.edu' from 'DigiPen Helpdesk