Out-Of-Office Feature

[mshi]

Hi,

There are some description about the feature of "Out-Of-Office in OTRS admin manual as following:

If an agent receives a follow-up during a period of absence, the ticket is automatically unlocked and a notification is sent to all agents in the queue.

As I understand the follow-up can be replied by email or OTRS customer portal.
My issue is:
If customer replied (follow-up) ticket by email, it works perfect exact same as the above description (the tickect will be unlocked immediately and all agents in the queue will get follow-up notification). But if the customer replied ticket from OTRS portal, only the ticket owner will get "followup" notification and the ticket still keep in "LOCKED" status.

Can anyone help me to fix it?

Thanks in advance,

Mshi

[mshi]

Bump!

This is genernal question about the feature of "Out of Office", have you not encountered this problem?

Thanks,

Mshi

[yuri0001]

Hi,

But if the customer replied ticket from OTRS portal, only the ticket owner will get "followup" notification and the ticket still keep in "LOCKED" status.

Can anyone help me to fix it?

Thanks in advance,

Mshi

This is a Queue feature, see it in Admin Area Queue definition. This is regardless of "Out of Office". I have not tested the link of "followup" & "Out of Office".

[Giulio Soleni]

Hi,
I have had the same issue on my 3.0.8 OTRS system.
I think it could be a bug.
I have opened a new bug req. http://bugs.otrs.org/show_bug.cgi?id=7465 ... I am waiting for a reply of the experts

cheers
Giulio

[mshi]

This bug had been fixed.