Hi Thierry, About your first question, the behavior of a ticket once a closed state is reached, depends on the queue configuration, Follow up Option parameter, possible values are: new ticket: a new ticket is open if a follow up arrives possible: a ticket is reopen if a follow up arrives reject: if a follow up arrives, it's rejected Hope it helps, Leonardo Certuche On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry < thierry.tissot@exacompta.com> wrote:
Hello everybody,
I'm currently using 2.3.4 version of OTRS and I have two questions about ticket states.
- Is there a way to prevent reopen of a ticket when it has been closed by an agent ? (don't reopen the ticket when user reply Thank you for example). - I am trying to use postmaster filter to assign a particular state to a ticket when user reply "Validation OK" in the body of the mail but it doesn't work. I used :
Body => (Validation OK)
Assign
X-OTRS-State => Closed
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