Thank you for answers
Sysconfig -> Ticket -> Core::Postmaster is the solution for my first question using as Value for follw up state.
For the second question my mistake was using X_OTRS_State, the good key to use is X_OTRS_FollowupState.
And now all is ok.
Thierry
De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Nils Leideck - ITSM
Envoyé : jeudi 21 janvier 2010 21:45
À : User questions and discussions about OTRS.
Objet : Re: [otrs] Postmaster Filter changing Ticket State
Hi,
I do not actually understand your question but let me try ;-)
On 21.01.2010, at 15:02, TISSOT, Thierry wrote:
Is there a way to prevent reopen of a ticket when it has been closed by an agent ? (don't reopen the ticket when user reply Thank you for example).
go to Sysconfig -> Ticket -> Core::Postmaster and see if the configuration parts are helpful.
I am trying to use postmaster filter to assign a particular state to a ticket when user reply "Validation OK" in the body of the mail but it doesn't work. I used :
Body => (Validation OK)
Assign
X-OTRS-State => Closed
what does not work, what is the error message you get?
You might want to set "closed successful" or "closed unsuccessful" instead of "Closed".
Look in the Admin Panel in "States" if your used state "Closed" is really there and valid.
Nils Leideck
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Nils Leideck
Senior Consultant
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