Hi Mike, On Thu, Dec 18, 2003 at 03:13:46PM -0500, Seigafuse, Mike wrote:
I'm sure you are correct. What I was attempting to do was to set the configuration so that tickets are not re-opened when a follow up is sent after a ticket is closed. We get a lot of "thank you" notes after we send the resolution and it is somewhat of a time waster to have to close the tickets again. I added the following line to Config.pm:
$Self->{PostmasterFollowUpState} = 'close';
Should I instead set the value to one of the valid states from the table below?
mysql> select id,name,comment,valid_id from ticket_state; +----+---------------------+------------------------------------------+----------+ | id | name | comment | valid_id | +----+---------------------+------------------------------------------+----------+ | 1 | new | ticket is new | 1 | | 2 | closed successful | ticket is closed successful | 1 | | 3 | closed unsuccessful | ticket is closed unsuccessful | 1 | | 4 | open | ticket is open | 1 | | 5 | removed | customer removed ticket (can reactivate) | 1 | | 6 | pending reminder | ticket is pending for agent reminder | 1 | | 7 | pending auto close+ | ticket is pending for automatic close | 1 | | 8 | pending auto close- | ticket is pending for automatic close | 1 | +----+---------------------+------------------------------------------+----------+
Maybe like - $Self->{PostmasterFollowUpState} = 'closed successful'; ?
If you do this, you never would get/see a follow up. ;) I would do this like: * set the follow up option for these queues to 'reject' (so "closed" tickets can't be reopend by the customer). * add a auto response 'auto reject" to these queues (so the sender will get a info, that this ticket win not be reopend). This would be my way. :) PS: Have a nice new year!
Mike
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