I have the same issue...
Once a ticket is "closed successfully", I do not want a follow reply
from the customer to re-open the ticket.
Currently, OTRS, re-opens the ticket.
With your explanation below... what we are looking for is:
Reject closed: if a follow up arrives, after ticket is closed; its
rejected.
Jason Dupuy
IT Manager
Global Products Inc.
St. Peters, MO 63376
636-939-9008 Phone
314-218-2339 Fax
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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Leonardo Certuche
Sent: Thursday, January 21, 2010 4:53 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Postmaster Filter changing Ticket State
Hi Thierry,
About your first question, the behavior of a ticket once a closed state
is reached, depends on the queue configuration, Follow up Option
parameter, possible values are:
new ticket: a new ticket is open if a follow up arrives
possible: a ticket is reopen if a follow up arrives
reject: if a follow up arrives, it's rejected
Hope it helps,
Leonardo Certuche
On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry