Re: [otrs] Closed State

Quoting "Nils Breunese (Lemonbit)" :

gen@gentube.com wrote:

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Quoting Lars Jørgensen :

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Den 16/05/2008 kl. 21.47 skrev gen@gentube.com:

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Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue.

Are you sure the ticket actually remains closed after a customer follow-up? Have you tried searching for the ticket id?

It may be that the ticket is locked to some agent. Then it would not show up in your queues.

Thanks for the reply. Even the agent who owns the ticket doesn't see it. The only way to find it is to search for it.

If the ticket has been closed this is normal.

Nils Breunese.

If a ticket has been closed, but then the customer replies to it, is it the default setting that the new response isn't displayed? That's the issue here. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.