Avoid re-open ticket

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cris12345
OTRS expert
Posts: 88
Joined: 24 Feb 2017, 16:45
OTRS Version?: 5.0.16.01
Real Name: Cristina Corrales
Company: -

Avoid re-open ticket

Postby cris12345 » 10 May 2017, 18:11

Hello,

Can I avoid re-open ticket when they are already closed?

I know if the client answer the email that already has a ticket number in the subject it will add the answer to the ticket.

But I need to avoid that, even if the client doesn't remove the ticket number in the subject, I need that a new emails always means a new ticket.

Is it possible? :(

CJBok
OTRS newbie
Posts: 5
Joined: 10 May 2017, 09:46
OTRS Version?: 5.0.16
Real Name: CJ Bok
Company: Eurofins

Re: Avoid re-open ticket

Postby CJBok » 10 May 2017, 19:48

Go to "Manage Queue" and set the "Follow up Option" on each queue to "reject" or "new ticket".

cris12345
OTRS expert
Posts: 88
Joined: 24 Feb 2017, 16:45
OTRS Version?: 5.0.16.01
Real Name: Cristina Corrales
Company: -

Re: Avoid re-open ticket

Postby cris12345 » 10 May 2017, 21:36

great! thanks! :)


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