Hi Laurent Minost, LM> I can confirm this behaviour also, I've just got the same thing a few LM> minutes ago to test if this setting was working correctly and how LM> customer is told that his ticket has been rejected. I think this is an OTRS 2.2.2 only bug because it worked for me for months in OTRS 2.1.7. In 2.1.7 you should check if you have done all needed steps in reject configuration. 1.) Set "Follow up Option:" in "[ Queue ]" to "Reject". 2.) Create entry in your language in "[ Auto Responses ]". 3.) Connect auto response to queue via "[ Auto Responses <-> Queue ]" Since using OTRS 2.2.2 i have similar problems: http://bugs.otrs.org/show_bug.cgi?id=2191 LM> Laurent -- Greets André Bauer monotek@gmx.net System: Ubuntu 6.06.1/Apache 2.0.55-MOD_PERL/MySQL 5.0.21/OTRS 2.2.2

Guten Tag Gabriele D'Andrea. Maybe it would be a good idea to close the bug report for 2.1.7 ;-) -- Mit freundlichen Grüssen André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4

Well, in effect in OTRS 2.1.7 the function works correctly, if I add the reject automatic response to the queue, the customer gets informed that the ticket has been rejected, and the ticket stays closed. I reported a bug for 2.1.7, cause I thought that a rejected message shouldn't be attached to the ticket, but now I understand that this is the expected behaviour. Anyway it's been useful all the same...seems it helped founding out a real bug in version 2.2 :)

Bye Gabriele

----- Original Message ----- From: "André Bauer" To: "User questions and discussions about OTRS.org" Sent: Thursday, August 23, 2007 2:03 PM Subject: Re: [otrs] Reject of closed tickets not properly working

...

Hi Laurent Minost,

LM> I can confirm this behaviour also, I've just got the same thing a few LM> minutes ago to test if this setting was working correctly and how LM> customer is told that his ticket has been rejected.

I think this is an OTRS 2.2.2 only bug because it worked for me for months in OTRS 2.1.7.

In 2.1.7 you should check if you have done all needed steps in reject configuration.

1.) Set "Follow up Option:" in "[ Queue ]" to "Reject". 2.) Create entry in your language in "[ Auto Responses ]". 3.) Connect auto response to queue via "[ Auto Responses <-> Queue ]"

Since using OTRS 2.2.2 i have similar problems:

http://bugs.otrs.org/show_bug.cgi?id=2191

LM> Laurent

-- Greets André Bauer monotek@gmx.net

System: Ubuntu 6.06.1/Apache 2.0.55-MOD_PERL/MySQL 5.0.21/OTRS 2.2.2

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Hi, Maybe you should keep it and only change version from 2.1.7 to 2.2.2 and adding a note as a latest post because by closing it, noone at OTRS team will be informed of 2.2.2 bug ? BR, Laurent MINOST Le samedi 25 août 2007 à 12:16 +0200, Gabriele D'Andrea a écrit :

Yeh you are right, now I marked my bug asd invalid and closed it.

Gabriele

----- Original Message ----- From: "André Bauer" To: "User questions and discussions about OTRS.org" Sent: Saturday, August 25, 2007 3:18 AM Subject: Re: [otrs] Reject of closed tickets not properly working

...

Guten Tag Gabriele D'Andrea.

Maybe it would be a good idea to close the bug report for 2.1.7 ;-)

-- Mit freundlichen Grüssen André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4

...

Well, in effect in OTRS 2.1.7 the function works correctly, if I add the reject automatic response to the queue, the customer gets informed that the ticket has been rejected, and the ticket stays closed. I reported a bug for 2.1.7, cause I thought that a rejected message shouldn't be attached to the ticket, but now I understand that this is the expected behaviour. Anyway it's been useful all the same...seems it helped founding out a real bug in version 2.2 :)

...

Bye Gabriele

...

----- Original Message ----- From: "André Bauer" To: "User questions and discussions about OTRS.org" Sent: Thursday, August 23, 2007 2:03 PM Subject: Re: [otrs] Reject of closed tickets not properly working

...

...

Hi Laurent Minost,

LM> I can confirm this behaviour also, I've just got the same thing a few LM> minutes ago to test if this setting was working correctly and how LM> customer is told that his ticket has been rejected.

I think this is an OTRS 2.2.2 only bug because it worked for me for months in OTRS 2.1.7.

In 2.1.7 you should check if you have done all needed steps in reject configuration.

1.) Set "Follow up Option:" in "[ Queue ]" to "Reject". 2.) Create entry in your language in "[ Auto Responses ]". 3.) Connect auto response to queue via "[ Auto Responses <-> Queue ]"

Since using OTRS 2.2.2 i have similar problems:

http://bugs.otrs.org/show_bug.cgi?id=2191

LM> Laurent

-- Greets André Bauer monotek@gmx.net

System: Ubuntu 6.06.1/Apache 2.0.55-MOD_PERL/MySQL 5.0.21/OTRS 2.2.2

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...

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Hi Gabriele, This is done : http://bugs.otrs.org/show_bug.cgi?id=2225 BR, Laurent MINOST Le lundi 27 août 2007 à 10:17 +0200, Gabriele D'Andrea a écrit :

Hi Laurent, too late ;) ... I just closed the bug, maybe it's better if you open up a new one, guess it'll be clearer to understand and maybe will get more atttention than a messed up one!

Bye Gabriele

----- Original Message ----- From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Monday, August 27, 2007 10:03 AM Subject: Re: [otrs] Reject of closed tickets not properly working

Hi,

Maybe you should keep it and only change version from 2.1.7 to 2.2.2 and adding a note as a latest post because by closing it, noone at OTRS team will be informed of 2.2.2 bug ?

BR,

Laurent MINOST

Le samedi 25 août 2007 à 12:16 +0200, Gabriele D'Andrea a écrit :

> Yeh you are right, now I marked my bug asd invalid and closed it. > > Gabriele > > ----- Original Message ----- > From: "André Bauer" > To: "User questions and discussions about OTRS.org" > Sent: Saturday, August 25, 2007 3:18 AM > Subject: Re: [otrs] Reject of closed tickets not properly working > > > > Guten Tag Gabriele D'Andrea. > > > > Maybe it would be a good idea to close the bug report for 2.1.7 ;-) > > > > > > > > -- > > Mit freundlichen Grüssen > > André Bauer > > System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4 > > > > > > > > > > > >> Well, in effect in OTRS 2.1.7 the function works correctly, if I add the > >> reject automatic response to the queue, the customer gets informed that > >> the > >> ticket has been rejected, and the ticket stays closed. > >> I reported a bug for 2.1.7, cause I thought that a rejected message > >> shouldn't be attached to the ticket, but now I understand that this is > >> the > >> expected behaviour. > >> Anyway it's been useful all the same...seems it helped founding out a > >> real > >> bug in version 2.2 :) > > > >> Bye > >> Gabriele > > > >> ----- Original Message ----- > >> From: "André Bauer" > >> To: "User questions and discussions about OTRS.org" > >> Sent: Thursday, August 23, 2007 2:03 PM > >> Subject: Re: [otrs] Reject of closed tickets not properly working > > > > > >>> Hi Laurent Minost, > >>> > >>> LM> I can confirm this behaviour also, I've just got the same thing a > >>> few > >>> LM> minutes ago to test if this setting was working correctly and how > >>> LM> customer is told that his ticket has been rejected. > >>> > >>> I think this is an OTRS 2.2.2 only bug because it worked for me for > >>> months in OTRS 2.1.7. > >>> > >>> In 2.1.7 you should check if you have done all needed steps in reject > >>> configuration. > >>> > >>> 1.) Set "Follow up Option:" in "[ Queue ]" to "Reject". > >>> 2.) Create entry in your language in "[ Auto Responses ]". > >>> 3.) Connect auto response to queue via "[ Auto Responses <-> Queue ]" > >>> > >>> > >>> > >>> > >>> Since using OTRS 2.2.2 i have similar problems: > >>> > >>> http://bugs.otrs.org/show_bug.cgi?id=2191 > >>> > >>> > >>> LM> Laurent > >>> > >>> -- > >>> Greets > >>> André Bauer > >>> monotek@gmx.net > >>> > >>> > >>> > >>> System: > >>> Ubuntu 6.06.1/Apache 2.0.55-MOD_PERL/MySQL 5.0.21/OTRS 2.2.2 > >>> > >>> _______________________________________________ > >>> 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/ > >>> > >>> > >>> > >>> > >>> > >>> > > > >> _______________________________________________ > >> 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/ > > > > _______________________________________________ > > 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/ > > > > > > > > > > _______________________________________________ > 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/

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