Hi Stefan, On Thu, Jun 06, 2002 at 06:36:26PM +0200, Stefan Schmidt wrote:

can someone (Martin I think) tell me, what happens to a ticket, which was closed successfully by an agent answer, when a customer reply arrives? I (beta5) have the problem, that [stats] tells me, there are 2 open tickets, but only one is shown in the QueueView. If I look at the ticket history, I can see the answer has arrived, but the ticket state is closed. What can I do? The customer gets no answer, I cannot see the inquiry, so nothing will be done...

BTW: is there a possibility to reopen a ticket?

Yes. You can set this for each queue "AdminArea::Queue::FollowUpOption(possible|reject| new ticket)". possible => follow up is possible if the ticket is closed reject => reject follow up if the ticket is closed (in this case you should send a reject info to the customer via "AdminArea::Queue <-> Auto Response") new ticket => a new ticket will be created if the ticket is closed Back to your problem. * Stats tells you, that the system has 2 open tickets. Maybe 1 ticket is shown in the QueueView and one open ticket is locked by an agent. --> no bug. * If a ticket got a follow up (and the queue allows follow up's), but the ticket is still closed after this event, it's a bug.

If it is a bug, I enter it in bugzilla, so tell me if it was my fault, or OTRS's.

I don't know. Check the "queue settings" then you can decide if this is a bug or not. PS: Stefan, thanks for using bugzilla. That's really usefull. :-)

Stefan

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.