* TISSOT, Thierry :

Hello,

I'm currently running Ubuntu Server 9.10 and have only 2.3.4 version of OTRS on it. Is there a tuto to install the last release of OTRS on Ubuntu 9.10 ?

The INSTALL file applies. That's how I did it here -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt@charite.de | http://www.charite.de

Hi, I do not actually understand your question but let me try ;-) On 21.01.2010, at 15:02, TISSOT, Thierry wrote:

Is there a way to prevent reopen of a ticket when it has been closed by an agent ? (don't reopen the ticket when user reply Thank you for example).

go to Sysconfig -> Ticket -> Core::Postmaster and see if the configuration parts are helpful.

I am trying to use postmaster filter to assign a particular state to a ticket when user reply "Validation OK" in the body of the mail but it doesn't work. I used : Body => (Validation OK) Assign X-OTRS-State => Closed

what does not work, what is the error message you get? You might want to set "closed successful" or "closed unsuccessful" instead of "Closed". Look in the Admin Panel in "States" if your used state "Closed" is really there and valid. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

Hi Thierry, About your first question, the behavior of a ticket once a closed state is reached, depends on the queue configuration, Follow up Option parameter, possible values are: new ticket: a new ticket is open if a follow up arrives possible: a ticket is reopen if a follow up arrives reject: if a follow up arrives, it's rejected Hope it helps, Leonardo Certuche On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry < thierry.tissot@exacompta.com> wrote:

Hello everybody,

I'm currently using 2.3.4 version of OTRS and I have two questions about ticket states.

- Is there a way to prevent reopen of a ticket when it has been closed by an agent ? (don't reopen the ticket when user reply Thank you for example). - I am trying to use postmaster filter to assign a particular state to a ticket when user reply "Validation OK" in the body of the mail but it doesn't work. I used :

Body => (Validation OK)

Assign

X-OTRS-State => Closed

Thank you Thierry --------------------------------------------------------------------- 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

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I wish follow-ups on pending tickets didn't change pending tickets to open. There's nothing more annoying than sending out a bunch of scheduled works notifications and carefully setting the pending auto-close timers on the tickets and having replies from customers like "received, thanx" and out of office messages change the tickets back to open, meaning you have to go back and set the timers again from scratch. James. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Dupuy Sent: Friday, 22 January 2010 10:01 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Filter changing Ticket State I have the same issue... Once a ticket is "closed successfully", I do not want a follow reply from the customer to re-open the ticket. Currently, OTRS, re-opens the ticket. With your explanation below... what we are looking for is: Reject closed: if a follow up arrives, after ticket is closed; its rejected. Jason Dupuy IT Manager Global Products Inc. St. Peters, MO 63376 636-939-9008 Phone 314-218-2339 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leonardo Certuche Sent: Thursday, January 21, 2010 4:53 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Filter changing Ticket State Hi Thierry, About your first question, the behavior of a ticket once a closed state is reached, depends on the queue configuration, Follow up Option parameter, possible values are: new ticket: a new ticket is open if a follow up arrives possible: a ticket is reopen if a follow up arrives reject: if a follow up arrives, it's rejected Hope it helps, Leonardo Certuche On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry wrote: Hello everybody, I'm currently using 2.3.4 version of OTRS and I have two questions about ticket states. - Is there a way to prevent reopen of a ticket when it has been closed by an agent ? (don't reopen the ticket when user reply Thank you for example). - I am trying to use postmaster filter to assign a particular state to a ticket when user reply "Validation OK" in the body of the mail but it doesn't work. I used : Body => (Validation OK) Assign X-OTRS-State => Closed Thank you Thierry --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/