no change state ticket (new open)
Good morning, I have a question, I would change the behavior of OTRS, the following occurs: an agent and attended and confirmed with the client completing a ticket, but after a while the client sends a mail using the last post used by OTRS , which makes the ticket back to the open state and reset the time, could help to avoid this behavior and prevent re-open the ticket. Julio Angulo
http://www.google.com/search?q=site:forums.otrs.org+reopen+closed+ticket
http://www.google.com/search?q=site:forums.otrs.org+reopen+closed+ticketACLs
on the website can help prevent reopen, as well as SysConfig options.
On Tue, Mar 29, 2011 at 12:35 PM, DM_Julio Angulo wrote: Good morning, I have a question, I would change the behavior of OTRS, the
following occurs: an agent and attended and confirmed with the client
completing a ticket, but after a while the client sends a mail using the
last post used by OTRS , which makes the ticket back to the open state and
reset the time, could help to avoid this behavior and prevent re-open the
ticket. Julio Angulo ---------------------------------------------------------------------
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Good morning, Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von DM_Julio Angulo
Good morning, I have a question, I would change the behavior of OTRS, the following occurs: an agent and attended and confirmed with the client completing a ticket, but after a while the client sends a mail using the last post used by OTRS , which makes the ticket back to the open state and reset the time, could help to avoid this behavior and prevent re-open the ticket.
I only hava a german version here, so I try to translate free :) Look in the "Queue Management". (index.pl?Action=AdminQueue;Subaction=Change;QueueID=1) There you hav a request behaviour on closed tickets. Hope this helps Greetings Florian
participants (3)
-
DM_Julio Angulo -
Edlhuber Florian -
Gerald Young