Hi Anton,

Thanks for the response. I only have one email address configured (I verified this), so they're guaranteed to be the same, but I did go through and check every place I had an email address entered, and didn't see anything that would make me think there was a difference. Still having the problem. The really odd part is that this only started happening recently -- we have previous tickets that have closed and stayed closed. As far as I'm aware, nothing has changed in between. I'm about at the point of going into the database and forcing it into the closed state directly, but that probably won't solve anything for the next open ticket.

Anyone else have any thoughts on why my ticket keeps reopening every time I close it?

Anton Gubar'kov wrote:

Hello, Faith.
I would look into the addressing issue first. OTRS should not surd emails to itself. Cheek the addresses of the queue that are configured for receiving emails and the address used to send emails from the queue. If they are different, OTRS adds extra address to CC:

Regards, Anton

2008/12/6 Faith Senie <fms@senie.com>

I could have sworn there was a thread recently about this, but I can't find it in the archives.

I just completed a ticket, sent email to the customer, and closed the ticket. OTRS appears to have sent an automated email to the ticketing system telling it "This ticket has been closed!" Since the subject of the email contains the ticket number, OTRS sees this email as a followup to the original ticket, and reopens the ticket. Every time I close the ticket, the action of closing the ticket generates another email telling the system the ticket is closed, which reopens the ticket yet again. I can't get it to close and stay closed. Is there some setting somewhere that controls where OTRS sends notifications like this, or whether it sends such notifications?

Thanks,
Faith

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