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

On 27.02.2013 13:07, Michiel Beijen wrote:

Hi Vadim,

On Tue, Feb 26, 2013 at 8:48 PM, Vadim S. Goncharov wrote:

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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'm sorry but here you see the state TYPE, not the state. You can rename states all you want, you'll need to update the configuration, but you need not mess with the code. State TYPES are different and you should not rename them; you can not do that without direct DB access anyway, they are internal and they are never displayed to users.

Sorry, missed that (was reading that briefly another day for another problem, just remembered the place), so has given wrong answer. There are many hardcoded things in OTRS, still. -- Vadim Goncharov RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019)