re open tickets that are pending by follow up mail

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MCCoolMoDAue
Znuny newbie
Posts: 33
Joined: 24 Jan 2017, 11:55
Znuny Version: 5.0.0

re open tickets that are pending by follow up mail

Post by MCCoolMoDAue »

hello,

I've already solved the problem that follow up mails where not re-opening closed tickets.
We forgot the "closed" state in the ExternalTicketNumberRecognition1

now we wanted to also allow follow up mails to re-open tickets that are pending
meaning any of the states "penging reminder", "pending auto close+", "pending auto close-".

so I've added those states like this:
TicketStateTypes = new;open;closed;pending auto close+
in the external recognition, but the tickets are not re-opened.

Is that even possible to do that? or does the ticket work flow not allow that?
I also tried only "pending" in the hope that would cover all the pending states, without success.

Hinrich
jojo
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Re: re open tickets that are pending by follow up mail

Post by jojo »

you have to use State Types not State Names
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MCCoolMoDAue
Znuny newbie
Posts: 33
Joined: 24 Jan 2017, 11:55
Znuny Version: 5.0.0

Re: re open tickets that are pending by follow up mail

Post by MCCoolMoDAue »

thank you that worked!
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