Hi all,
I need somebody that points me into the right direction. I have
set-up a customer notification for Pending Auto Close + and -,
basically saying that the incident will be closed in 24h if nobody
opposes. Works perfect, though some people tend to ignore these
messages and respond to the notification even after it is closed.
What I'd like to have would be one of the 2 following.
option a.) When a mail is send to a closed ticket, the mail bounces,
and the sender receives a notification that his case is closed and
he please removes the ticket number from the subject and sends that
mail again.
option b.) The mail does not bounce but a new case is created and
OTRS replaces the ticket number in the subject.
Thank you for any assistance!!!
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