Hi there, Hope I am doing this correctly :-) So for your issue check the queue settings to see what happend upon FollowUp. I just have allow in there And also check settings in Frontend::Agent::Ticket::ViewCustomerFollowUp http://doc.otrs.org/2.3/en/html/x13170.html#Ticket:Frontend::Agent::Ticket::.... I have the second option unticked. Adam Faith Senie pisze:

Hi Anton,

Thanks for the response. I only have one email address configured (I verified this), so they're guaranteed to be the same, but I did go through and check every place I had an email address entered, and didn't see anything that would make me think there was a difference. Still having the problem. The really odd part is that this only started happening recently -- we have previous tickets that have closed and stayed closed. As far as I'm aware, nothing has changed in between. I'm about at the point of going into the database and forcing it into the closed state directly, but that probably won't solve anything for the next open ticket.

Anyone else have any thoughts on why my ticket keeps reopening every time I close it?

Anton Gubar'kov wrote:

...

Hello, Faith. I would look into the addressing issue first. OTRS should not surd emails to itself. Cheek the addresses of the queue that are configured for receiving emails and the address used to send emails from the queue. If they are different, OTRS adds extra address to CC:

Regards, Anton

2008/12/6 Faith Senie mailto:fms@senie.com>

I could have sworn there was a thread recently about this, but I can't find it in the archives.

I just completed a ticket, sent email to the customer, and closed the ticket. OTRS appears to have sent an automated email to the ticketing system telling it "This ticket has been closed!" Since the subject of the email contains the ticket number, OTRS sees this email as a followup to the original ticket, and reopens the ticket. Every time I close the ticket, the action of closing the ticket generates another email telling the system the ticket is closed, which reopens the ticket yet again. I can't get it to close and stay closed. Is there some setting somewhere that controls where OTRS sends notifications like this, or whether it sends such notifications?

Thanks, Faith

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I have a theory on why this is happening, would like people's thoughts on whether this makes sense. For our site, we have multiple domains, same domain name but different suffixes (.com and .net). We have a support mailing address support@example.com, and we've aliased support@example.net to send to support@example.com. Up until now, customers have sent support emails to support@example.com, which is the OTRS configured support address, with no issues. For the particular ticket that refuses to stay closed, the customer sent email to support@example.net. It came through the support@example.com mailbox, as expected, but still had the .net address in the text of the email. I didn't notice this when I updated the ticket and sent her a response. The email back to the customer came out from support@example.com, but CC'd support@example.net. As part of the response, I tried to do an immediate state change to 'closed successful'. The CC to the .net address came through as a reopening, not surprising. I did find a spot in one of the screens (no idea anymore which one -- looked at too many screens today!) where an address showed up as support@example.net instead of the expected .com address, and I fixed it. But this particular ticket is still broken, and continues to reopen itself whenever I try to close it. I finally went directly into the database and forced it into the closed state directly (not exactly optimal, I know, but it seems to be holding, and it will hopefully keep me from having to deinstall OTRS, which is what I was being asked to do because of this issue!). Is it possible that the customer name got changed by that CC'd reopening email to being support@example.net instead of customer@customerdomain.com? I couldn't find any evidence of that, either in the zoomed ticket or in the database, but that's exactly how it was acting. Now that I've fixed that one spot where support@example.net showed up, I can reproduce this problem for one round of reopening by sending a support request to support@example.net, responding to the customer without clearing the CC field in the response message, and doing an immediate "closed successful". But it doesn't continually reopen if I then close it again. And if I clear the CC field, it doesn't reopen at all. So hopefully this won't happen again. But I would really like to understand at some point how it was that I could change that bad address and still have that one ticket be broken. So Anton, I suspect your original theory was right, but there was something else going on with this particular ticket, too. Thanks, Faith Faith Senie wrote:

Hi Adam,

This is how my configuration is set up, as well. Still having the problem.

Thanks, Faith

Adam Bator wrote:

...

Hi there,

Hope I am doing this correctly :-)

So for your issue check the queue settings to see what happend upon FollowUp. I just have allow in there And also check settings in Frontend::Agent::Ticket::ViewCustomerFollowUp http://doc.otrs.org/2.3/en/html/x13170.html#Ticket:Frontend::Agent::Ticket::.... I have the second option unticked.

Adam

Faith Senie pisze:

...

Hi Anton,

Thanks for the response. I only have one email address configured (I verified this), so they're guaranteed to be the same, but I did go through and check every place I had an email address entered, and didn't see anything that would make me think there was a difference. Still having the problem. The really odd part is that this only started happening recently -- we have previous tickets that have closed and stayed closed. As far as I'm aware, nothing has changed in between. I'm about at the point of going into the database and forcing it into the closed state directly, but that probably won't solve anything for the next open ticket.

Anyone else have any thoughts on why my ticket keeps reopening every time I close it?

Anton Gubar'kov wrote:

...

Hello, Faith. I would look into the addressing issue first. OTRS should not surd emails to itself. Cheek the addresses of the queue that are configured for receiving emails and the address used to send emails from the queue. If they are different, OTRS adds extra address to CC:

Regards, Anton

2008/12/6 Faith Senie mailto:fms@senie.com>

I could have sworn there was a thread recently about this, but I can't find it in the archives.

I just completed a ticket, sent email to the customer, and closed the ticket. OTRS appears to have sent an automated email to the ticketing system telling it "This ticket has been closed!" Since the subject of the email contains the ticket number, OTRS sees this email as a followup to the original ticket, and reopens the ticket. Every time I close the ticket, the action of closing the ticket generates another email telling the system the ticket is closed, which reopens the ticket yet again. I can't get it to close and stay closed. Is there some setting somewhere that controls where OTRS sends notifications like this, or whether it sends such notifications?

Thanks, Faith

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