The relevant code from Kernel/System/PostMaster/FollowUp.pm my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open'; if ( $Ticket{StateType} =~ /^close/ && $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed') ) { $State = $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed'); } if ( $GetParam{'X-OTRS-FollowUp-State'} ) { $State = $GetParam{'X-OTRS-FollowUp-State'}; } if ( $Ticket{StateType} !~ /^new/ || $GetParam{'X-OTRS-FollowUp-State'} ) { Translation If "PostmasterFollowupState" is set, it overrides "open", and that's the current value. If the current state TYPE begins with "close", obey the value in PostmasterFollowupStateClosed, but only if one is set. (resolved can be resolved as long as the state type begins with closed) If the header or PostmasterFilter sets an X-OTRS-FollowUp-State, that wins. If the ticket is NOT of StateType that begins with "new" (the state could be named anything) OR X-OTRS-FollowUp-State is set, set the state of either the result of above or the X-OTRS-FollowUp-State It will be, in order of processing result: "open" (or) PostMasterFollowUpState (if set) (unless closed) PostMasterFollowUpStateClosed (if closed) (whatever state it is in if the state is "new") X-OTRS-FollowUp-State (always wins, if set) It appears you're closing on a notification event or a postmaster filter.

can you share a ticket history (in TicketZoom) for a relevant ticket? On Tue, Feb 26, 2013 at 4:30 PM, Atom Powers wrote:

On 02/26/2013 01:14 PM, Gerald Young wrote:

...

If "PostmasterFollowupState" is set, it overrides "open", and that's the current value. If the current state TYPE begins with "close", obey the value in PostmasterFollowupStateClosed, but only if one is set. (resolved can be resolved as long as the state type begins with closed) If the header or PostmasterFilter sets an X-OTRS-FollowUp-State, that wins. If the ticket is NOT of StateType that begins with "new" (the state could be named anything) OR X-OTRS-FollowUp-State is set, set the state of either the result of above or the X-OTRS-FollowUp-State

Thanks.

...

It appears you're closing on a notification event or a postmaster filter.

I've gone over those and don't see anything about closing a ticket. I have five PostMaster filters for different queues, none of them close tickets and two PostMaster filters to ignore junk.

I have two notification events, one to notify the customer when a "note - external" is created and one when TicketStateUpdate event is becomes State="resolved".

I don't see how a notification event could keep the ticket closed, the only options I see are for how and when the notification is sent.

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443 ------------------------------**------------------------------**--------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs

There should be additional information in the Admin/System Log about the same time to reflect what happened. On Tue, Feb 26, 2013 at 4:55 PM, Atom Powers wrote:

Is this what you are looking for? (This is the ticket I'm testing with.)

19 customer – email-external Atom Powers Re-Open Test 02/26/2013 13:16

20 system – email-external DigiPen Helpdesk Your HelpDesk request has been updated. 02/26/2013 13:16

21 system – email-notification-ext DigiPen Helpdesk Your HelpDesk request has been closed 02/26/2013 13:16

On 02/26/2013 01:39 PM, Gerald Young wrote:

...

can you share a ticket history (in TicketZoom) for a relevant ticket?

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443 ------------------------------**------------------------------**--------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs

One more thing that might be relevant. Tickets are coming in through the local mail system via an alias: /etc/aliases -- helpdesk: "|/data/webs/helpdesk/otrs/bin/otrs.PostMaster.pl -q 'Redmond HelpDesk' -t 0" On 02/26/2013 02:36 PM, Atom Powers wrote:

I see a lot of "Can't write [to Cache*]: Permission denied" Errors. Could that be preventing the ticket state from updating? That seems unlikely.

--------------- Tue Feb 26 13:16:30 2013 notice OTRS-otrs.PostMaster.pl-3 Sent customer 'Notify Customer on Ticket Close' notification to 'apowers@digipen.edu'. Tue Feb 26 13:16:30 2013 notice OTRS-otrs.PostMaster.pl-3 Sent email to 'apowers@digipen.edu' from 'DigiPen Helpdesk '. HistoryType => SendCustomerNotification, Subject => [DP#3000920] Your HelpDesk request has been closed.; Tue Feb 26 13:16:30 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/5/5/5540d594040585be2401dd43af7480c5': Permission denied Tue Feb 26 13:16:30 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalUser/2/8/28ab988d263314100741dd45cf3a36ec': Permission denied Tue Feb 26 13:16:29 2013 notice OTRS-otrs.PostMaster.pl-3 FollowUp Article to Ticket [3000920] created (TicketID=850, ArticleID=6866). , Tue Feb 26 13:16:29 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/DynamicField/e/d/ed86045249e6eee50d9bfc1a26adc3d7': Permission denied ... Tue Feb 26 13:16:29 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalGroup/7/a/7a4de665a450975bfb754c69644aef4a': Permission denied Tue Feb 26 13:16:29 2013 notice OTRS-otrs.PostMaster.pl-3 Sent agent 'FollowUp' notification to 'apowers@digipen.edu'. Tue Feb 26 13:16:28 2013 error OTRS-otrs.PostMaster.pl-3 Can't write '/data/webs/helpdesk/otrs/var/tmp/CacheFileStorable/CacheInternalUser/b/c/bccca8f9e6278bc47d7371641c3f486d': Permission denied Tue Feb 26 13:16:28 2013 notice OTRS-otrs.PostMaster.pl-3 Sent auto response (SendAutoFollowUp) for Ticket [3000920] (TicketID=850, ArticleID=6867) to 'Atom Powers '. Tue Feb 26 13:16:28 2013 notice OTRS-otrs.PostMaster.pl-3 Sent email to 'Atom Powers ' from 'DigiPen Helpdesk '. HistoryType => SendAutoFollowUp, Subject => [DP#3000920] Your HelpDesk reques [...];

On 02/26/2013 02:18 PM, Gerald Young wrote:

...

There should be additional information in the Admin/System Log about the same time to reflect what happened.

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

why not just helpdesk: otrs and do a Postmasterfilter? On Tue, Feb 26, 2013 at 6:21 PM, Atom Powers wrote:

s/might be relevant/is very relevant/

I just tested through the Mail Account interface and it re-opens the ticket as expected. So what am I doing wrong with the command below?

On 02/26/2013 02:38 PM, Atom Powers wrote:

...

One more thing that might be relevant. Tickets are coming in through the local mail system via an alias:

/etc/aliases -- helpdesk: "|/data/webs/helpdesk/otrs/**bin/otrs.PostMaster.pl -q 'Redmond HelpDesk' -t 0"

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443 ------------------------------**------------------------------**--------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs

-t 0 says don't trust the headers. That's about it. On Tue, Feb 26, 2013 at 6:32 PM, Atom Powers wrote:

I could, and that would probably simply the configuration a bit, but how would that solve this issue?

On 02/26/2013 03:27 PM, Gerald Young wrote:

...

why not just helpdesk: otrs and do a Postmasterfilter?

On Tue, Feb 26, 2013 at 6:21 PM, Atom Powers mailto:apowers@digipen.edu> wrote:

s/might be relevant/is very relevant/

I just tested through the Mail Account interface and it re-opens the ticket as expected. So what am I doing wrong with the command below?

On 02/26/2013 02:38 PM, Atom Powers wrote:

One more thing that might be relevant. Tickets are coming in through the local mail system via an alias:

/etc/aliases -- helpdesk: "|/data/webs/helpdesk/otrs/__**bin/otrs.PostMaster.pl http://otrs.PostMaster.pl -q 'Redmond HelpDesk' -t 0"

-- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443 ------------------------------**------------------------------**--------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs

One reason: by using an alias and processing the stuff immediately as it comes in, he doesn't have any exposure to DOS attacks on an actual userid on the system with the potential to fill /var/mail before the postmaster filter runs, and it increases the responsiveness of the system as a whole (with the postmaster filter, your reaction time to a incoming ticket can be no shorter than the period of the postmaster filter runs, which may be significant for some providers). His approach runs in real time. This using polling for POP/IMAP mailboxes may be necessary for Windows systems, but it's icky in a system that can do better. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, February 26, 2013 6:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets not re-opening on customer reply. why not just helpdesk: otrs and do a Postmasterfilter?

On 27.02.2013 13:07, Michiel Beijen wrote:

Hi Vadim,

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

...

...

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)

On 01.03.2013 17:40, Gerald Young wrote:

Vadim,

If you have proof, show it.

Hopefully these examples are enough: my $Line = 2500; $Data{Body} .= "<br/>---- $EndForwardedMessage ---<br/>"; $Ticket{CreateBy} = $Row[27]; $Ticket{ArchiveFlag} = $Row[26] ? 'y' : 'n'; $Ticket{Changed} = $Row[16]; the whole TicketFreeKey[1-16] (replaced with dynamic, finally) elsif ( $Row[0] =~ /^Ticket moved to Queue '.+?' \(ID=(.+?)\)/ ) { $Param{Name} = substr( $Param{Name}, 0, 200 ); elsif ( substr( $Item, 0, 8 ) eq '[RegExp]' ) { CompanyTickets => { All => { Name => 'All', Prio => 1000, $Param{SLAStrg} = $Self->{LayoutObject}->BuildSelection( Max => 200, $Param{$_} = substr( $Param{$_}, 0, 3800 ); # undocumented mentioned in bug#8953: if ( $UserData{UserSendFollowUpNotification} && $UserData{UserSendFollowUpNotification} == 2 ( $File{Filename} =~ /^file-[12]$/ || $File{Filename} eq 'file-1.html' ) sub CustomerSearch { for my $Count ( '', 1 .. 10 ) { if ( $Param{NewLine} && length( ${$Text} ) < 140_000 ) { my $Key = sprintf( "%07d", $Item->{Prio} ); for ( 1 .. 51 ) { last if !$NavBarModule{$Key}; if ( $Self->{ArticleFilter} ) { $HighlightStyle = 'PriorityID-5'; that's far from complete list, of course. -- Vadim Goncharov RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019)