Thank you for answers
Sysconfig
-> Ticket -> Core::Postmaster is the solution for my first question using
<OTRS_TICKET_STATE> 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
--
Nils Leideck
Senior Consultant
http://webint.cryptonode.de / a
Fractal project
CU
@ CeBIT 2010 in Hannover, Germany and get to know more about
OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!