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

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cris12345
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Queue Follow Up Option to create a new ticket when is completed

Post by 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
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Posts: 2382
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

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

Post by wurzel » 18 May 2018, 07:46

Hi

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


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