That isn’t exactly related
to this problem.
It’s generated
automatically on the ticket close screen.
If the new ticket was created in
Email-Ticket, It has a ‘From:’ of the queue mailing list.
The state notification of the
close itself causes it to reopen, Not a cc.
I’m not all that sure that
doing a reject on followup will help – the reject notice might open
A ‘new ticket’.
Ie-
----------
|
From: |
mSpot
Help Desk <helpdesk@mspot.com> |
|
To: |
mSpot
Help Desk <helpdesk@mspot.com> |
|
Subject: |
Re:
[Ticket#2009093010000062] New State "closed successful"! |
…
Phone-ticket always puts a customer
in From: and queue in To: so it’s not an issue with that feature.
Although - I have a
related question on how to take a phone ticket when the customer doesn’t want
to give you an email address. Put in a false one?
I did figure out how to close
it. I changed the customer to myself and then closed it.
However I would have expected that
a queue that receives mail apparently sent from itself
Would be smart enough to ignore
it and avoid the loop.
-Sarah
From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On Behalf Of LQ Marshall
Sent: Thursday, October 08, 2009 1:59 PM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Can't seem to close a ticket
If your queue configuration allows a user to reopen a closed ticket
and you send or cc a copy of the message to the closed ticket it will re-open
the ticket when you close it.
Two solutions... (1) Don't allow closed tickets to be re-opened,
(2) no cc/b'cc the queue.