e-mail outbound automatically closes tickets

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iionITNS
Znuny newbie
Posts: 9
Joined: 08 Jun 2017, 22:43
Znuny Version: 5.0.13
Real Name: Anna Trojnar
Company: iionIT Network Solutions Inc

e-mail outbound automatically closes tickets

Post by iionITNS »

I have a problem with my e-mail outbound: when I send an email (successfully) it triggers the system to immediately send a "Ticket Closed" notifications.

All Frontend::Agent::Ticket::ViewEmailOutbound settings are default.

Have anyone seen similar behavior before?
iionITNS
Znuny newbie
Posts: 9
Joined: 08 Jun 2017, 22:43
Znuny Version: 5.0.13
Real Name: Anna Trojnar
Company: iionIT Network Solutions Inc

Re: e-mail outbound automatically closes tickets

Post by iionITNS »

I found the issue:
My "Ticket Closed" notification was set up to sent notification when there was TicketStateUpdate. The notification was sent because my outbound email was changing state of the ticket from new to open.
I added a filter to sent it only when the status is changed to closed only and that resolved the issue.
I hope this will help someone :)
root
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Re: e-mail outbound automatically closes tickets

Post by root »

Hi Anna,

Sound like there is a special Ticket Notification configured. Check the ticket's history and you should find the name of the notification.

- Roy
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iionITNS
Znuny newbie
Posts: 9
Joined: 08 Jun 2017, 22:43
Znuny Version: 5.0.13
Real Name: Anna Trojnar
Company: iionIT Network Solutions Inc

Re: e-mail outbound automatically closes tickets

Post by iionITNS »

Hello Root,

I think you are right - changing "Ticket Closed" notification with filter set up to ticket status closed resolved the issue :)
Thank you for following up with me on this!
Anna
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