Re: [otrs] Reject of closed tickets not properly working

25 Aug 2007


      Yeh you are right, now I marked my bug asd invalid and closed it.

Gabriele

----- Original Message ----- 
From: "André Bauer" 
To: "User questions and discussions about OTRS.org" 
Sent: Saturday, August 25, 2007 3:18 AM
Subject: Re: [otrs] Reject of closed tickets not properly working
...
Guten Tag Gabriele D'Andrea.
Maybe it would be a good idea to close the bug report for 2.1.7 ;-)
-- 
Mit freundlichen Grüssen
André Bauer
System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4
...
Well, in effect in OTRS 2.1.7 the function works correctly, if I add the
reject automatic response to the queue, the customer gets informed that 
the
ticket has been rejected, and the ticket stays closed.
I reported a bug for 2.1.7, cause I thought that a rejected message
shouldn't be attached to the ticket, but now I understand that this is 
the
expected behaviour.
Anyway it's been useful all the same...seems it helped founding out a 
real
bug in version 2.2 :)
...
Bye
Gabriele
...
----- Original Message ----- 
From: "André Bauer" 
To: "User questions and discussions about OTRS.org" 
Sent: Thursday, August 23, 2007 2:03 PM
Subject: Re: [otrs] Reject of closed tickets not properly working
...
...
Hi Laurent Minost,
LM> I can confirm this behaviour also, I've just got the same thing a 
few
LM> minutes ago to test if this setting was working correctly and how
LM> customer is told that his ticket has been rejected.
I think this is an OTRS 2.2.2 only bug because it worked for me for
months in OTRS 2.1.7.
In 2.1.7 you should check if you have done all needed steps in reject
configuration.
1.) Set "Follow up Option:" in "[ Queue ]" to "Reject".
2.) Create entry in your language in "[ Auto Responses ]".
3.) Connect auto response to queue via "[ Auto Responses <-> Queue ]"
Since using OTRS 2.2.2 i have similar problems:
http://bugs.otrs.org/show_bug.cgi?id=2191
LM> Laurent
-- 
Greets
André Bauer
monotek@gmx.net
System:
Ubuntu 6.06.1/Apache 2.0.55-MOD_PERL/MySQL 5.0.21/OTRS 2.2.2
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