Hi Christian,
Yes I changed those settings. My concern is how a Ticket
which closed by an Agent will be totally CLOSED? If a
customer make a follow-up, OTRS will send him new Ticket
Number and will not open his previouly closed ticket?
Hope you could me.
Thanks.
On Mon, 11 Jul 2005 15:41:47 +0200
Christian Schoepplein
Hi Len,
On Fri, Jul 08, 2005 at 05:03:46PM +0800, mbesponga@greendot.com.ph wrote:
My intention is when the Ticket is already "closed successfully" by an agent, once the customer make a follow up, he should not receive any reply just notification that his ticket is already closed and he will receive new Ticket.
Thats the standard setup...
You can setup the customer notifications on a per queue base. Go to the admin area and open the queue settings. There you can setup for every queue:
Customer Move Notify: [No_] Customer State Notify: [No_] Customer Owner Notify: [No_]
But other way around happened. The OTRS Admin Account opened the ticket even the Ticket was successfully closed. What do I need to configure?
Have you changed the queue settings from above?
Regards, Christian
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