okay, i think i want the FollowUpState to change the state from pending to open. Then it should appear in my Dashboard. I upgraded from 2.4 to 3.0 to 3.1 and the FollowUpState does not seem to work anymore. PostmasterFollowUpState is set to open in Ticket -> Core::PostMaster What else could be wrong? Here i grepped for some more infos: otrs:/var/www/otrs# grep -R "FollowUpState" * CHANGES: - 2007-04-13 Fixed bug# 1741 - "PostmasterFollowUpStateClosed" buggy on CHANGES: was was already closed (Ticket::Core::PostMaster::PostmasterFollowUpStateClosed). Kernel/Config.pm: $Self->{'PostmasterFollowUpState'} = 'open'; Kernel/Config.pm: $Self->{'PostmasterFollowUpStateClosed'} = 'open'; Kernel/System/PostMaster/FollowUp.pm: my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open'; Kernel/System/PostMaster/FollowUp.pm: && $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed') Kernel/System/PostMaster/FollowUp.pm: $State = $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed'); Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl:<!-- dtl:block:FollowUpState --> Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl:<!-- dtl:block:FollowUpState --> Kernel/Modules/CustomerTicketZoom.pm: Name => 'FollowUpState', Kernel/Config/Files/Ticket.xml: <ConfigItem Name="PostmasterFollowUpState" Required="1" Valid="1"> Kernel/Config/Files/Ticket.xml: <ConfigItem Name="PostmasterFollowUpStateClosed" Required="0" Valid="0"> Kernel/Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'}; Kernel/Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open'; Kernel/Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'open'; scripts/test/PostMaster.t: $NamePrefix . ' Run() - FollowUp/PostmasterFollowUpState check', scripts/test/PostMaster.t: Key => 'PostmasterFollowUpStateClosed', scripts/test/PostMaster.t: $NamePrefix . ' Run() - FollowUp/PostmasterFollowUpStateClosed check', Binary file var/tmp/CacheFileStorable/XMLParse/9d92baf9bb36a489742f5829c0018192 matches var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-e6333e07fa1441f10f96c342ef53ed13.pm: 'Name' => 'PostmasterFollowUpState', var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-e6333e07fa1441f10f96c342ef53ed13.pm: 'Name' => 'PostmasterFollowUpStateClosed', Thanks, Mario On Wed, Sep 5, 2012 at 10:00 AM, ml ml wrote:

Hello List,

i create a new E-Mail Ticket and set the State to Pending (in about 1 or 2 Weeks). My Customer/Client now replies within that time, then i only get a E-Mail Notification. This E-Mail Reply does not appear in my Dashboard. Why? I would have expected it in "Open Tickets / Need to be answered"

If i do the same with the State Open, then the reply appears in my Dashboard "Open Tickets / Need to be answered" after a reply.

Thanks, Mario