Hello,
I need some help in order to understand how the follow up options in the queue configuration works correctly.
What I need?
If a ticket is already closed and the customer reply, I want the same ticket turn to open/new/in progress again
What I done?
When the customer reply a new ticket is created instead open the original ticket
Confg:
Follow up options is possible
Core: PostMaster: PostmasterFollowUpStateClosed is New
What should I change?
Thanks for your help in advance!
Re open tickets it is not working
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Re: Re open tickets it is not working
Hi,
Check the queue setting (follow up option).
- Roy
Check the queue setting (follow up option).
- Roy
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Do you want to contribute or want to know where it goes ?
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Re: Re open tickets it is not working
which option in the "follow up option" attribute allow me to re open a ticket? I use "possible" but it didn't work
Re: Re open tickets it is not working
Hi,
"Possible" = allowing the follow up, tickets jumps to state open
So if it does not work, something else is configured wrong. (Postmaster Filter, Generic Agent, Sysconfig, ...)
Florian
"Possible" = allowing the follow up, tickets jumps to state open
So if it does not work, something else is configured wrong. (Postmaster Filter, Generic Agent, Sysconfig, ...)
Florian
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.