Hey Alex, I have been testing the email for 2 days straight now, and I think my thought process is a little fuzzy. Ticket is opened per email Ticket is closed by the agent Follow up is sent by the customer ------------------- now it gets tricky. ------------------- The ticket, even though it is closed opens up again. <* deny the follow-up <* reopen the ticket <* leave it closed but open a new ticket (I don't know whether the two http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Freitag, 17. März 2006 12:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Auto Responses Hi, this response will be sent when a new ticket is created as result of an follow-up of a closed ticket. You can decide within the queue-settings what reaction is done after an follow-up retrieval of an closed ticket: * deny the follow-up * reopen the ticket * leave it closed but open a new ticket (I don't know whether the two tickets are automatically linked together) Bye, Alex shawn.beasley@dlh.de schrieb:

Hi all,

When and how can I use the default closed -> new ticket auto response?

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