30 Mar
2011
30 Mar
'11
6:13 a.m.
Good morning, Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von DM_Julio Angulo
Good morning, I have a question, I would change the behavior of OTRS, the following occurs: an agent and attended and confirmed with the client completing a ticket, but after a while the client sends a mail using the last post used by OTRS , which makes the ticket back to the open state and reset the time, could help to avoid this behavior and prevent re-open the ticket.
I only hava a german version here, so I try to translate free :) Look in the "Queue Management". (index.pl?Action=AdminQueue;Subaction=Change;QueueID=1) There you hav a request behaviour on closed tickets. Hope this helps Greetings Florian