24 Oct
2007
24 Oct
'07
10:11 a.m.
I have OTRS installed.I have different queues set up however when I close the ticket It is locked and if I unlock it it goes to open state Can I eliminate the lock option in OTRS completely?
When you close a ticket, it will be unlocked and will not show in queues.
Secondly what I require is That when I close the ticket a response is sent to customer telling him that his ticket is closed but with that response I can also add the reason and details as to why I am closing the ticket Can this be done ?
You can sent an e-mail to the customer and set next state of the ticket to "closed succesfull" and you've got what you want. Richard