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

Thank you
Thierry
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