Gerold Gruber wrote:
Alex Mihicinac wrote:
Hello,
Hi Alex,
I've found strange problem and I can't find the right cause. :-/
After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome?
do you refer to already closed tickets, that become reopened? I think closed tickets are unlocked. So if they become reopened by a followup they should show up in the queue and could be locked by any agent who has rights on the queue. The former owner would not necessarily have to become the owner of the reopend ticket, there could be reasons that prevent him from answering a reopened ticket. So I understand the owner of a closed ticket just as the recorded last owner. Unlocked tickets are not owned/have no owner -> no owner notification
Settings: Queue: followup possible Agent: Followup Notification->Yes
BTW, There is a "lock ticket after follow-up" in the queue settings in my 1.2.4, didn't try it.
Best Regards,
Alex
Just my guess
Gerold