Re: [otrs] Change Ticket State on Customer E-Mail Reply

Hello, could anyone please help me to debug this? This is really annoying. Cheers, Mario On Tue, Mar 16, 2010 at 11:07 AM, ml ml wrote:

Hello,

i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain closed if a customer answers.

How i Test it: - I create a Mail ticket, send it to the customer with the state "closed" - The customer replies to this email and the ticket still remains closed - but  do get a email notification that the customer answered to the ticket.

Any idea how i can debug this?

otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" * Config/Files/Ticket.xml:    <ConfigItem Name="PostmasterFollowUpState" Required="1" Valid="1"> Config/Files/Ticket.xml:    <ConfigItem Name="PostmasterFollowUpStateClosed" Required="0" Valid="0"> Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'}; Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open'; Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'closed'; Config.pm:      $Self->{'PostmasterFollowUpState'} =  'open'; Config.pm:      $Self->{'PostmasterFollowUpStateClosed'} =  'open'; System/PostMaster/FollowUp.pm:    my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open'; System/PostMaster/FollowUp.pm:        && $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed') System/PostMaster/FollowUp.pm:        $State = $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');

Cheers, Mario

On Wed, Dec 30, 2009 at 6:58 PM, ml ml wrote:

...

Hi,

 i have set:  ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';  ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'open';  but if i reply to a closed ticket then the ticket still remains closed :-/

Any idea why it wont change the state to open?

Cheers, Mario

p.s. this is otrs 2.4.5

On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM wrote:

...

Hi, On 29.11.2009, at 17:32, ml ml wrote:

the PostmasterFollowUpState is already set to "open". Is this the option you meant?

yes. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net

https://webint.cryptonode.de / a Fractal project

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