Re: [otrs] Tickets not re-opening on customer reply.

On 26.02.2013 21:09, Atom Powers wrote:

We have been running OTRS for about a month and I think it is the best OSS ticketing system I've ever used.

Having to dig in OTRS code for half a year, I doubt. You situation (see below) is nice illustration, there are many such things floating around.

Lately it came to my attention that when a customer replies to a "ticket closed" email the ticket is not re-opened; the customer receives a "your ticket has been updated" message immediately followed by a "your ticket has been closed" message. The ticket state remains "resolved" (re-named from "closed successful"). We are running 3.2.1.

Precisely because you've renamed it. The code's one of conditions is: $Ticket{StateType} =~ /^close/ It is hardcoded (bad programming practice), so you have to rename back or patch Kernel/System/PostMaster/FollowUp.pm.

I feel that I've already check all the obvious settings but I must be missing something. Where else should I be looking?

My Queue is set to "Follow up Option: possible" and Core::PostMaster::PostmasterFollowUpStateClose -> "open"

Logs indicate the follow up is processed and "ticket closed" message is sent out immediately following:

Jan 28 09:58:38 support0 OTRS-otrs.PostMaster.pl-3[9663]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [3000260] created (TicketID=208, ArticleID=976). ,

Jan 28 09:58:51 support0 OTRS-CGI-3[14733]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'customer@digipen.edu' from 'DigiPen Helpdesk '. HistoryType => SendCustomerNotification, Subject => [DP#3000118] Your HelpDesk request has been closed.;

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