Thanks! On Jul 14, 2020, at 10:09 AM, Alvaro Cordero mailto:alvaro@gridshield.net> wrote: Hello, For every action there is an option in sysconfig to choose the default state. AgentTicketForward has closed successful as the default state. You can either change your config or be sure to set the current state when doing the action. Best Regards El mar., 14 jul. 2020 a las 10:54, Bruce Johnson (mailto:johnson@pharmacy.arizona.edu>) escribió: I don’t recall this happening in the past, but I occasionally forward a response or question from a ticket to another email address; when I did this today, the ticket was closed in both instances, which was not what I wanted. We’re running the current version: PRODUCT = OTRS VERSION = 6.0.28 BUILDDATE = Wed Apr 8 20:40:29 CEST 2020 BUILDHOST = otrsbuild.otrs.comhttp://otrsbuild.otrs.com/ IS this a bug or a feature? If feature, can it be turned off, I did not want to close the ticket. It’s likely that I hadn’t done this since the last update. -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Alvaro Cordero Retana Consultor de Tecnologias Tel: 22585757 ext 123 Email: alvaro@gridshield.netmailto:alvaro@gridshield.net [http://www.gridshield.com/images/gs-signature.png] --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Bruce Johnson University of Arizona College of Pharmacy Information Technology Group Institutions do not have opinions, merely customs