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
re open tickets that are pending by follow up mail
Moderator: crythias
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Re: re open tickets that are pending by follow up mail
you have to use State Types not State Names
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- 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
thank you that worked!