Problem with Locked Ticket Follow-Up (message log)

Moderator: crythias

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vpena
OTRS newbie
Posts: 3
Joined: 22 May 2019, 10:55
OTRS Version?: OTRS6

Problem with Locked Ticket Follow-Up (message log)

Post by vpena » 22 May 2019, 12:40

Hello,

The case is that when receiving a ticket tracking in the mail, it is sent correctly to the mail, but in the ticket panel I get a log message, replicating the contents of said mail. It only happens when I answer from the client.
I just want the answer to come out without the copy in the ticket panel.
Image attachment 'Captura.PNG':

Thanks!
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vpena
OTRS newbie
Posts: 3
Joined: 22 May 2019, 10:55
OTRS Version?: OTRS6

Re: Problem with Locked Ticket Follow-Up (message log)

Post by vpena » 22 May 2019, 12:48

Sorry, better this image:
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crythias
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Posts: 10102
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
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Re: Problem with Locked Ticket Follow-Up (message log)

Post by crythias » 29 May 2019, 16:43

I'm not familiar with a "blocked" ticket ... I wonder if there's a setting or add-on that is enabled to prevent followups.
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