closed tickets with same external ticket number are not reopened

hello, we just realized that closed tickets with the same external ticket number are not re-opened when they have been closed already. even though I set PostmasterFollowUpStateClosed to open The queues allow to open on flow ups is this default behaviour? do I have to work on the follow up recognition? we do not have the OTRS ticket numbers in the subject! Is this even possible wihout? thanks, Hinrich Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue@kofax.com bloghttp://www.kofax.com/blog/ | twitterhttps://twitter.com/Kofax | linkedinhttps://www.linkedin.com/company/kofax | facebookhttps://www.facebook.com/kofax.inc | talent networkhttp://www.jobs.net/jobs/Kofax-Inc/join ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

The Queue settings determine the disposition of the ticket after closed.
PostmasterFollowUpStateClosed determines what the ticket state could be if
the queue allows closed followups.
On Thu, Feb 16, 2017 at 9:42 AM, Hinrich Aue
hello,
we just realized that closed tickets with the same external ticket number are not re-opened
when they have been closed already.
even though I set
PostmasterFollowUpStateClosed
to
open
The queues allow to open on flow ups
is this default behaviour?
do I have to work on the follow up recognition?
we do not have the OTRS ticket numbers in the subject! Is this even possible wihout?
thanks, Hinrich
*Hinrich Aue* Sr. Software Engineer *Kofax Development GmbH*
Wentzinger Strasse 19 79106 Freiburg Germany
Tel: +49 761 452 69 57234 <+49%20761%204526957234> Fax: +49 761 452 69 58734 <+49%20761%204526958734> Hinrich.Aue@kofax.com
blog http://www.kofax.com/blog/ | twitter https://twitter.com/Kofax | linkedin https://www.linkedin.com/company/kofax | facebook https://www.facebook.com/kofax.inc | talent network http://www.jobs.net/jobs/Kofax-Inc/join
------------------------------
This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately.
Kofax Development GmbH
Sitz der Gesellschaft: Freiburg i. Brg.
Registergericht: Amtsgericht Freiburg i.Br.
Registernummer: HRB 7007
Geschäftsführer: Bradford Weller, Christian Hefner, Daniel Geiger
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participants (2)
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Gerald Young
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Hinrich Aue