On Tue, Aug 23, 2011 at 5:34 PM, Robert Poreba <poreba.robert@googlemail.com> wrote:

Hi Muhammad,

Yes, this would work but it would have some implications.

We have multiple queues defined on the system and monitored by different teams. Tickets from that customer can be in any of those queues so I would need to create multiple sub-queues with no followup.

This would be hard to manage.

Thanks

Robert

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Muhammad El-Sergani
Sent: 23 August 2011 21:27
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Use Postmaster to disable call re-opening on followup

Hello Robert,

Why not create a specific queue for that customer, and disable follow-ups?

On Tuesday, August 23, 2011, Robert Poreba <poreba.robert@googlemail.com> wrote:
> Hi All,
>
> I'm wondering if there is a way to use Postmaster filter to prevent calls from re-opening after follow up is received.
>
> I like the re-opening feature but I would like to disable it for one particular customer.
> The reason is that when we log calls in otrs, the email from otrs logs a call on the other system. Now when we close the call before they do, their closure notification re-opens our call..
>
>
> --
> Thanks a lot,
> Robert

--

//M

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