no ticket lock and no FollowUp Notify after followup message
Hello, I've found strange problem and I can't find the right cause. :-/ After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome? Settings: Queue: followup possible Agent: Followup Notification->Yes Best Regards, Alex
Alex Mihicinac wrote:
Hello, Hi Alex,
I've found strange problem and I can't find the right cause. :-/
After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome? do you refer to already closed tickets, that become reopened? I think closed tickets are unlocked. So if they become reopened by a followup they should show up in the queue and could be locked by any agent who has rights on the queue. The former owner would not necessarily have to become the owner of the reopend ticket, there could be reasons that prevent him from answering a reopened ticket. So I understand the owner of a closed ticket just as the recorded last owner. Unlocked tickets are not owned/have no owner -> no owner notification
Settings: Queue: followup possible Agent: Followup Notification->Yes
Best Regards,
Alex
Just my guess Gerold
Gerold Gruber wrote:
Alex Mihicinac wrote:
Hello,
Hi Alex,
I've found strange problem and I can't find the right cause. :-/
After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome?
do you refer to already closed tickets, that become reopened? I think closed tickets are unlocked. So if they become reopened by a followup they should show up in the queue and could be locked by any agent who has rights on the queue. The former owner would not necessarily have to become the owner of the reopend ticket, there could be reasons that prevent him from answering a reopened ticket. So I understand the owner of a closed ticket just as the recorded last owner. Unlocked tickets are not owned/have no owner -> no owner notification
Settings: Queue: followup possible Agent: Followup Notification->Yes
BTW, There is a "lock ticket after follow-up" in the queue settings in my 1.2.4, didn't try it.
Best Regards,
Alex
Just my guess
Gerold
Settings: Queue: followup possible Agent: Followup Notification->Yes
BTW,
There is a "lock ticket after follow-up" in the queue settings in my 1.2.4, didn't try it.
Forgot to mention - this option is set to Yes. One other strange thing about FollowUp. If Agent turn off Followup Notification, then ticket actually gets lock and owner can see it under locked thickets. Of course notify is not send in this case. Lp, --alexm
Alex Mihicinac wrote:
Settings: Queue: followup possible Agent: Followup Notification->Yes
BTW,
There is a "lock ticket after follow-up" in the queue settings in my 1.2.4, didn't try it.
Forgot to mention - this option is set to Yes.
One other strange thing about FollowUp. If Agent turn off Followup Notification, then ticket actually gets lock and owner can see it under locked thickets. Of course notify is not send in this case. Could be a bug then. Which OTRS version are you referring to?
Lp,
--alexm Gerold
One other strange thing about FollowUp. If Agent turn off Followup Notification, then ticket actually gets lock and owner can see it under locked thickets. Of course notify is not send in this case. Could be a bug then. Which OTRS version are you referring to?
The latest, 1.3.2.-01. I was migrating from 1.1.3 to this version. Best regards, Alex
Ok, in attached picture is screenshot of ticket's history with problem which I've described before. Comments & hints more than welcome. :-) Best regards, Alex
do you refer to already closed tickets, that become reopened? I think closed tickets are unlocked. So if they become reopened by a followup they should show up in the queue and could be locked by any agent who has rights on the queue.
I don't thint so. Because it should first be assigned (locked) to owner and after timeout released to queue. That is the way how it was in earlier versions. Thanks for hint anyways! Best regards, Alex
participants (2)
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Alex Mihicinac -
Gerold Gruber