Hi N.R., what is in the ticket history? So you will see why the ticket is reopend again (maybe a customer followup, maybe an agent). -Martin N.R. wrote:
of course not. also - not all of them re-appear. an not immediately - only after a few hours or days.
N.
Tuesday, September 28, 2004, 10:40:07 AM, you wrote:
SS> Hi N.R.,
SS> On Tuesday 28 September 2004 08:28, N.R. wrote:
I already wrote, but no one replied. Maybe somebody has ANY idea on what is going one here - we answer an email, and after a few hours or sometimes a day - the tickets all show up in the QUEUE VIEW _Again_! state `open`, owner `person who answered`.
I had to manually close all those tickets (20 of them).
SS> Do you answering your tickets with the mail address of your OTRS in SS> CC:? SS> Usually they re-appear directly after they have been fetched from SS> the mail account.
SS> Stefan
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