Re: [otrs] Closed State

What version of OTRS you are using? I'm using version 2.2.6 and when any replies to closed ticket the ticket gets open for me. 2008/5/19 :

Quoting "Nils Breunese (Lemonbit)" :

gen@gentube.com wrote:

...

If a ticket has been closed, but then the customer replies to it, is it

...

the default setting that the new response isn't displayed? That's the issue here.

No, I believe the default setting is that the ticket is opened again. At least, that's how it's working in our installation. This behavior is controlled by the settings I pointed you earlier. Have you created a test ticket, closed it, then replied to it and checked what happened to the ticket?

We've tested several times and we're still testing. Closed tickets simply do not reappear if someone responds to them, not even for the original owner of the ticket. Strange behavior, isn't it?

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