closed tickets with same external ticket number are not reopened

[MCCoolMoDAue]

hello,

we just realized that closed tickets with the same external ticket number are not re-opened
when they have been closed already.

even though I set
PostmasterFollowUpStateClosed
to
open

is this default behaviour?
do I have to work on the follow up recognition?

we do not have the OTRS ticket numbers in the subject! Is this even possible wihout?

thanks, Hinrich

[RStraub]

Could you check your settings on the queue if re-opening is allowed?

[MCCoolMoDAue]

it is set to "possible"
I believe that is default anyways

[RStraub]

Should be very much possible yes. And you do have a valid "ExternalTicketNumberRecognition" setting?

[MCCoolMoDAue]

yes, and it recognized the external ticket number in case of the closed ticket and the follow up.
when the ticket is not closed, all the emails are recognized as follow up.
but when the ticket is closed, it does not re-open the ticket, it creates a new one.

can it be the version?
OTRS 5.0.11

[MCCoolMoDAue]

the question for a working
ExternalTicketNumberRecognition
was the right one.

I had the states "open;new"
and added "closed" to it...
my bad.

OTrS is complex and there is a lot to learn.

[RStraub]

There always is Glad it works now.