Can't seem to close a ticket
OTRS v2.3.2. I have a ticket, created by using the 'Email-Ticket' to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn't seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000
If your queue configuration allows a user to reopen a closed ticket and you send or cc a copy of the message to the closed ticket it will re-open the ticket when you close it. Two solutions... (1) Don't allow closed tickets to be re-opened, (2) no cc/b'cc the queue. _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sarah Baker Sent: Thursday, October 08, 2009 4:52 PM To: User questions and discussions about OTRS. Subject: [otrs] Can't seem to close a ticket OTRS v2.3.2. I have a ticket, created by using the 'Email-Ticket' to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn't seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000
That isn't exactly related to this problem.
It's generated automatically on the ticket close screen.
If the new ticket was created in Email-Ticket, It has a 'From:' of the queue mailing list.
The state notification of the close itself causes it to reopen, Not a cc.
I'm not all that sure that doing a reject on followup will help - the reject notice might open
A 'new ticket'. Ie-
----------
From:
mSpot Help Desk
Hi Sara,
How have you configured your close notification? I don't understand why the
close notification would go to the queue email address.
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On Fri, Oct 9, 2009 at 12:33 AM, Sarah Baker
That isn’t exactly related to this problem.
It’s generated automatically on the ticket close screen.
If the new ticket was created in Email-Ticket, It has a ‘From:’ of the queue mailing list.
The state notification of the close itself causes it to reopen, Not a cc.
I’m not all that sure that doing a reject on followup will help – the reject notice might open
A ‘new ticket’. Ie-
----------
From:
mSpot Help Desk
To:
mSpot Help Desk
Subject:
Re: [Ticket#2009093010000062] New State "closed successful"!
…
Phone-ticket always puts a customer in From: and queue in To: so it’s not an issue with that feature.
Although - I have a related question on how to take a phone ticket when the customer doesn’t want to give you an email address. Put in a false one?
I did figure out how to close it. I changed the customer to myself and then closed it.
However I would have expected that a queue that receives mail apparently sent from itself
Would be smart enough to ignore it and avoid the loop.
-Sarah
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *LQ Marshall *Sent:* Thursday, October 08, 2009 1:59 PM *To:* 'User questions and discussions about OTRS.' *Subject:* Re: [otrs] Can't seem to close a ticket
If your queue configuration allows a user to reopen a closed ticket and you send or cc a copy of the message to the closed ticket it will re-open the ticket when you close it.
Two solutions... (1) Don't allow closed tickets to be re-opened, (2) no cc/b'cc the queue.
------------------------------
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Sarah Baker *Sent:* Thursday, October 08, 2009 4:52 PM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Can't seem to close a ticket
OTRS v2.3.2.
I have a ticket, created by using the ‘Email-Ticket’ to Compose Email/ new ticket.
Addressed from a specific queue to keep track of it.
Now I cannot close it.
The close generates mail that is sent to the email address of the queue and opens it again.
How can I close it and how can I avoid this state in the future?
Is there some misconfiguration issue?
This doesn’t seem to happen in the Phone-Ticket.
-
Sarah Baker
Dir of Ops, mSpot Inc.
650-321-7000
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participants (3)
-
LQ Marshall -
Michiel Beijen -
Sarah Baker