Reopen Ticket after closed on customer email

[geri]

Hello

In a case ticket is closed, and the customer replies to it the ticket becomes open.

I need to chage this behaivour so this tickets become new.
Is it possible?

[RStraub]

Admin -> Queue -> YourQueue -> FollowUp Option

[geri]

Admin -> Queue -> YourQueue -> FollowUp Option

Thank you, this is not exactly what i need.

life cycle
1. Closed, locked to agent B
2. user email response
Current behavior
3. Open, locked to agent B

Desired behavior
3. New, not locked to any agent,so anybody can pick up

[RStraub]

Phew, I guess that can be done by either editing the way OTRS handles follow ups:
~otrs/Kernel/System/PostMaster/FollowUp

or you could play with the PostMaster Filters (this is probably the recommended way):
X-OTRS-FollowUp [...]

And set the ticket to new, unlocked and no owner/responsible.

[geri]

Phew, I guess that can be done by either editing the way OTRS handles follow ups:
~otrs/Kernel/System/PostMaster/FollowUp

or you could play with the PostMaster Filters (this is probably the recommended way):
X-OTRS-FollowUp [...]

And set the ticket to new, unlocked and no owner/responsible.

Thank you. I decided to change the PostmasterFollowUpStateClosed at Edit Config Settings in Ticket -> Core::PostMaster .
The ticket reamains locked to the agent, but that is acceptable at the moment.

[crythias]

Historically, Reject I've found does keep a ticket closed. It doesn't ignore the followup and accepts the reply to the ticket without changing state. The ticket is still closed. But please try it.