The Queue settings control what happens to a ticket after the ticket is closed.

Basically, it's accept (and PostmasterFollowUpState is used), reject (bounce), or discard.

On Fri, Jan 20, 2017 at 5:00 AM, Personal Técnico <tecnicos@caos.uab.es> wrote:

Hello,

In my OTRS v5 Free, when a ticket is in state "closed" but it gets a follow-up, automatically tickets gets in state "open". I have been checking configuration and I have found these parameters (both in Ticket --> Core::PostMaster):

• PostmasterFollowUpState (default: open)   Defines the state of a ticket if it gets a follow-up.      -->   open    --> however, I can't change that value because  mark is disabled --> I would like to reconfigure this attribute in the way that if a ticket has a state called "xxx" (but not "closed"), if it gets a followup, ticket status doesn't change.
  
• PostmasterFollowUpStateClosed (default: open)  Defines the state of a ticket if it gets a follow-up and the ticket was already closed.   -->  open  -->  in this case, I can change "open" to "close", but after update changes, I continue seeing "open". By the attribute description, I think this is the parameter I NEED TO CHANGE, but while it was disabled (marked but unchangeable), I can't do nothing.

So, once I have explained my problem, could anyone help me?

Thanks a lot!!

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