Thanks Never Min!

The new tickets are created in the Archive-queue, so to move the new tickets to the normal queues I have created a GenericAgentJob on the NotificationNewTicket-event.

Regards, Dion

Van: Never Min
Verzonden: 28 September 2016 16:04
Aan: User questions and discussions about OTRS.
Onderwerp: Re: [otrs] Reply on Archived ticket

Hi,

Set "Follow up Option" as "New Ticket" in your Queue.

-Never Min

2016-09-28 21:59 GMT+08:00 Dion van Adrichem <dvanadrichem@gmail.com>:

Hello,

I have an automatic task which Archives closed tickets after 3months. At the same time these tickets are placed to an Archive-queue to further limit access to these old tickets.

The queue is setup to discard replies, and the client receives the discarded message correctly. So that Archived tickets stay archived.

We notice that clients don't really read the discard message and never send the follow-up in as new ticket.

This leads to the wish to automatically create a new ticket for a reply to an archived ticket.

Can this be done? Maybe using the Postmaster Filters?
What would be the best approach?

Thanks in advance for your insight!

Regards,

Dion

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