Hi Christopher,

My bad, LQ Marshall (from below email), was right.

If you modify the ADMIN:QUEUE à and under “Follow up Option” you select “REJECT”, it will ONLY reject follow-ups to closed tickets.

I just did it and it works fine.

NOTE: You may want to create and Auto Reject response to send back to the users too (this is up to you), giving a reason why you are rejecting the message/follow up.

Hope it helps

Have a great day.

Thanks!

Jose Luis Spahr

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jose Luis Spahr
Sent: Thursday, January 14, 2010 9:11 AM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Tickets ReOpening

Hi Christopher,

You are 100% right. Changing the Follow up options will change it for ALL ticket states (open, lock, unlock, and closed). Therefore, not the solution we are looking for. I am experiencing the same issue here.

Please let me know if you figure this out (I will let you know as well if I do).

Thanks!

Jose Luis Spahr

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher Ross
Sent: Wednesday, January 13, 2010 4:14 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets ReOpening

If I change the Follow up option to New Ticket or Reject, won’t that change it for all follow ups, not just when the ticket is closed? I still want follow ups to be available but only while the ticket is open.

From: LQ Marshall [mailto:qmarshall@inetspace.net]
Sent: Wednesday, January 13, 2010 1:55 PM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Tickets ReOpening

On 13.01.2010, at 00:37, Christopher Ross wrote:

Is there any way to disable the reopening of tickets by email once they are already closed? <snip>