Thanks for your reply. Under what condition can I get the auto reply/new ticket autoresponse to kick-in if the ticket opens each time? Thanks again. =============================================

From: "Alan McKeown" Reply-To: "User questions and discussions about OTRS.org" To: "User questions and discussions about OTRS.org" Subject: RE: [otrs] Why- Customer Next State: 'closedsuccessful'NOT 'open'?(v.2.1.2) Date: Tue, 31 Oct 2006 16:25:24 -0000

Hi, in answer to this look at the following from the documentation

A ticket is finished if an answer is send back to the customer or if the ticket is closed by the system. If a customer sends an answer for a already closed ticket, the ticket will be reopened and the new information will be added.

Regards

Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB

Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person.

Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 27 October 2006 06:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Why- Customer Next State: 'closed successful'NOT 'open'?(v.2.1.2)

s taylor schrieb:

...

*** What I now haven't been able to figure out is, 'WHY' in the customer's interface, since the ticket has been 'closed successful', why the followup form is available, allowing the customer to 'reopen' the ticket. I don't want the customer to have this ability. Do you know where I can prevent the customer from reopening a 'closed' ticket, but

...

still giving them the ability to 'close' their own tickets? It seems I used to be able to do this, but not sure what I've inadvertently changed in the config.

That's a hard question! I think you have to test with the options within Frontend::Customer::Ticket::ViewZoom and queue-specific follow-up-setup. Perhaps, you also have to view the source-code.

...

Thanks again and thanks in advance.

Bye, Alex _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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