Quoting "Nils Breunese (Lemonbit)" :

gen@gentube.com wrote:

...

Right now, if a customer replies to a closed ticket, the ticket remains closed and does not show in the queue. How do I configure it so that a closed ticket will be marked as open again, and reappear in the appropriate queue, if the customer replies again?

Admin > Queue > Follow up Option: possible.

Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

That's already set to "possible". ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

Quoting "Nils Breunese (Lemonbit)" : <snip>

What is Core::PostMaster::PostmasterFollowUpState set to in SysConfig? It is set to 'open' by default.

Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

gen@gentube.com wrote:

Quoting gen@gentube.com:

...

Quoting "Nils Breunese (Lemonbit)" :

...

Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it?

Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue.

That's normal behavior. Once a ticket is locked by an agent it is no longer in the queue. It returns to the queue when unlocked.

I need to have tickets in every state but closed displayed in the queue. I need any ticket that has a response from the outside displayed in the queue, no matter how old the original ticket. How do I accomplish these two things?

I think you'll want to enable StatusView module and not mess with how the queue system works. Admin > SysConfig > Front::Agent::ModuleRegistration > check Frontend::Module###AgentTicketStatusView Now you have a StatusView button in the top bar which you can use to get an overview of all non-closed tickets in OTRS, regardless of queue or whether they are locked. Nils Breunese.

Quoting Lars Jørgensen :

Den 16/05/2008 kl. 21.47 skrev gen@gentube.com:

...

Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue.

Are you sure the ticket actually remains closed after a customer follow-up? Have you tried searching for the ticket id?

It may be that the ticket is locked to some agent. Then it would not show up in your queues.

-- Lars

Thanks for the reply. Even the agent who owns the ticket doesn't see it. The only way to find it is to search for it. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

Quoting "Nils Breunese (Lemonbit)" :

gen@gentube.com wrote:

...

Quoting Lars Jørgensen :

...

Den 16/05/2008 kl. 21.47 skrev gen@gentube.com:

...

Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue.

Are you sure the ticket actually remains closed after a customer follow-up? Have you tried searching for the ticket id?

It may be that the ticket is locked to some agent. Then it would not show up in your queues.

Thanks for the reply. Even the agent who owns the ticket doesn't see it. The only way to find it is to search for it.

If the ticket has been closed this is normal.

Nils Breunese.

If a ticket has been closed, but then the customer replies to it, is it the default setting that the new response isn't displayed? That's the issue here. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

Quoting "Nils Breunese (Lemonbit)" :

gen@gentube.com wrote:

...

If a ticket has been closed, but then the customer replies to it, is it the default setting that the new response isn't displayed? That's the issue here.

No, I believe the default setting is that the ticket is opened again. At least, that's how it's working in our installation. This behavior is controlled by the settings I pointed you earlier. Have you created a test ticket, closed it, then replied to it and checked what happened to the ticket?

We've tested several times and we're still testing. Closed tickets simply do not reappear if someone responds to them, not even for the original owner of the ticket. Strange behavior, isn't it? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

Quoting Go Wow :

What version of OTRS you are using?

I'm using version 2.2.6 and when any replies to closed ticket the ticket gets open for me.

2.2.4. I can't imagine that what I'm seeing is the default behavior. Either my installation is broken or a setting some where has been changed. The latter is entirely possible, since there have been a few people with their hands in this project. The trouble is that I don't see what setting would affect this. It doesn't seem to matter what state I set the ticket to when I reply: it does not reappear in the queue. Does this ring a bell with anyone? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

Sounds like symptoms of either having the "Follow Up Option:" set to "reject" (would cause the ticket to remain closed), "new ticket" (would cause the follow up to open a new ticket), or if it is set to "possible", then the "Ticket lock after a follow up:" is set to "Yes" which would make the reopened ticket show back up under the "Locked Tickets" of the agent that had it locked when it was closed, not back in the queue where all agents can see it. When you search for the "reopened" tickets, what state are they in and what is their "Locked" status set to when you find them? If they are "open" but "locked", the only agent that will see the ticket without having to search or using the "Status View" feature will be the one who is the "owner" and the ticket will be under that agents "Locked Tickets", not under any of the queues. I think you said you checked those settings though so maybe it is time to punt (reinstall). Brett -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of gen@gentube.com Sent: Monday, May 19, 2008 10:07 To: User questions and discussions about OTRS.org; Go Wow Subject: Re: [otrs] Closed State Quoting Go Wow :

What version of OTRS you are using?

I'm using version 2.2.6 and when any replies to closed ticket the ticket gets open for me.

2.2.4. I can't imagine that what I'm seeing is the default behavior. Either my installation is broken or a setting some where has been changed. The latter is entirely possible, since there have been a few people with their hands in this project. The trouble is that I don't see what setting would affect this. It doesn't seem to matter what state I set the ticket to when I reply: it does not reappear in the queue. Does this ring a bell with anyone? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.

gen@gentube.com wrote:

Quoting "Nils Breunese (Lemonbit)" :

...

What is Core::PostMaster::PostmasterFollowUpState set to in SysConfig? It is set to 'open' by default.

Nils Breunese.

Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it?

Hm, that's also unchecked on our installation. According to the docs this is the setting that is controlling this behavior, so you could try and check it: http://doc.otrs.org/2.2/en/html/ x12516.html#Ticket:Core::PostMaster:PostmasterFollowUpStateClosed Nils Breunese.