I wish follow-ups on pending tickets didn’t change pending
tickets to open. There’s nothing more annoying than sending out a bunch of scheduled
works notifications and carefully setting the pending auto-close timers on the
tickets and having replies from customers like “received, thanx” and out of
office messages change the tickets back to open, meaning you have to go back
and set the timers again from scratch.
James.
From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On Behalf Of Jason Dupuy
Sent: Friday, 22 January 2010 10:01 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Postmaster Filter changing Ticket State
I have the same issue…
Once a ticket is “closed successfully”, I do not want a follow
reply from the customer to re-open the ticket.
Currently, OTRS, re-opens the ticket.
With your explanation below… what we are looking for is:
Reject closed: if a follow up arrives, after ticket is closed;
its rejected.
Jason Dupuy
IT Manager
St. Peters, MO 63376
636-939-9008 Phone
314-218-2339 Fax
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From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On Behalf Of Leonardo Certuche
Sent: Thursday, January 21, 2010 4:53 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Postmaster Filter changing Ticket State
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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