This is an example of an email to the customer when a follow-up on a closed is sent to my system. Notice the Subject line. And now the ticket is open again in my queue. Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley@dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: DO NOT REPLY - OTRS System [mailto:do-not-reply@weareyourvoice.com] Gesendet: Freitag, 17. März 2006 13:12 An: BEASLEY, SHAWN Betreff: Re: [Ticket#20060031710000094] [Ticket#20060031 [...] Thanks for your follow up e-mail You wrote:

Why is this closed?

Vielen Dank,

Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team