Allow reopening for a state of type closed

Moderator: crythias

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flippertom
OTRS expert
Posts: 86
Joined: 16 Apr 2015, 08:42
OTRS Version?: 3.2.16

Allow reopening for a state of type closed

Post by flippertom » 31 Jul 2019, 14:18

Hello,

We are using OTRS 5.
How to allow reopening of a ticket for one state (say closed but not confirmed) of type 'closed' but prevent for another (say closed and confirmed).
Setting queue follow up type to 'possible' or 'new ticket' allows or prevents it for both the states.

Regards,
Tom.

crythias
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Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
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Re: Allow reopening for a state of type closed

Post by crythias » 31 Jul 2019, 15:50

Hint number 1: this functionality is Queue based.
Hint number 2: create a queue that has that functionality and move the ticket to that queue.
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