Queue Follow Up Option to create a new ticket when is completed

Moderator: crythias

cris12345
OTRS expert
Posts: 94
Joined: 24 Feb 2017, 16:45
OTRS Version?: 5.0.16.01
Real Name: Cristina Corrales
Company: -

Queue Follow Up Option to create a new ticket when is completed

Postby cris12345 » 18 May 2018, 01:05

Hi,

Probably I'm wrong, but my testing is failing and I need to know which queue follow up option is the best for this scenario:

Get a ticket
Get other answer and attach the answer to the same ticket
Answer the ticket as agent
Agent Close the ticket

*If the customer send another email using the same ticket number, I need that OTRS open a new ticket instead attach the email to the ticket that is already closed.

But anyone is working for me. Do you know which one is or if I need to set up something in the config area?

Thanks!!

wurzel
OTRS guru
Posts: 2340
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Queue Follow Up Option to create a new ticket when is completed

Postby wurzel » 18 May 2018, 07:46

Hi

FollowUp option new ticket. The setting is on the queue.


Flo
    OTRS 6.0.x, LAMP LIVE auf Debian 9
    OTRS Business Solution™ 6 Managed Silver

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.


    Return to “Help”

    Who is online

    Users browsing this forum: No registered users and 8 guests