You can do it in 2.0.4 without touching the files. Use the SysConfig interface!!! Click the SysConfig link in the Admin...System section. Pull up the Ticket Group from the Group Selection dropdown and choose Core::Postmaster. You want to change the PostmasterFollowUpState option to open|closed|or whatever else you want it to be. HTH -Jeff

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel Sent: Friday, January 20, 2006 7:51 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Status Change when customer follows up Howto?

Mmmhhh...are you running version 2.0.4? I grep -i FollowUpState in whole of Kernel/System dir, no answer! Then I searched even for the word "open" in the Postmaster.pm, no answer either..

I need that solution.

_thanks

Richard

--- KartheeK wrote:

...

Hello,

There is this setting in: /opt/otrs/Kernel/System/PostMaster.pm

# PostmasterFollowUpState # (The state if a ticket got a follow up.) [default: open] $Self->{PostmasterFollowUpState} = 'open';

As we see the default setting is open; change this to the desired state... This should work.. Myself yet to test....

Regards KartheeK

Richard Hinkamp - BeSite wrote: Please share your solution! :)

Richard

KartheeK wrote:

...

Ho Great-OTRS, I got a quick solution: I found a configuration setting in opt/otrs/Kernel/System/PostMaster.pm / . OTRS is really a great application....

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