Hi Christian, Yes I changed those settings. My concern is how a Ticket which closed by an Agent will be totally CLOSED? If a customer make a follow-up, OTRS will send him new Ticket Number and will not open his previouly closed ticket? Hope you could me. Thanks. On Mon, 11 Jul 2005 15:41:47 +0200 Christian Schoepplein wrote:

Hi Len,

On Fri, Jul 08, 2005 at 05:03:46PM +0800, mbesponga@greendot.com.ph wrote:

...

My intention is when the Ticket is already "closed successfully" by an agent, once the customer make a follow up, he should not receive any reply just notification that his ticket is already closed and he will receive new Ticket.

Thats the standard setup...

You can setup the customer notifications on a per queue base. Go to the admin area and open the queue settings. There you can setup for every queue:

Customer Move Notify: [No_] Customer State Notify: [No_] Customer Owner Notify: [No_]

...

But other way around happened. The OTRS Admin Account opened the ticket even the Ticket was successfully closed. What do I need to configure?

Have you changed the queue settings from above?

Regards, Christian

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

Christian, Thank you for your attention and help. I set the "follow up option" to "possible". I did not disable it. Ciao, Len On Tue, 12 Jul 2005 11:44:41 +0200 Christian Schoepplein wrote:

Hi Len,

You can also activate for every queue, if follow ups are allowed or not:

Follow up Option: [possible__]

have you disabled this setting?

Ciao, Christian

On Tue, Jul 12, 2005 at 01:07:48PM +0800, mbesponga@greendot.com.ph wrote:

...

Yes I changed those settings. My concern is how a Ticket which closed by an Agent will be totally CLOSED? If a customer make a follow-up, OTRS will send him new Ticket Number and will not open his previouly closed ticket?

Hope you could me.

Thanks.

On Mon, 11 Jul 2005 15:41:47 +0200 Christian Schoepplein wrote:

...

Hi Len,

On Fri, Jul 08, 2005 at 05:03:46PM +0800, mbesponga@greendot.com.ph wrote:

...

My intention is when the Ticket is already "closed successfully" by an agent, once the customer make a follow up, he should not receive any reply just notification that his ticket is already closed and he will receive new Ticket.

Thats the standard setup...

You can setup the customer notifications on a per queue base. Go to the admin area and open the queue settings. There you can setup for every queue:

Customer Move Notify: [No_] Customer State Notify: [No_] Customer Owner Notify: [No_]

...

But other way around happened. The OTRS Admin Account opened the ticket even the Ticket was successfully closed. What do I need to configure?

Have you changed the queue settings from above?

Regards, Christian

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!