Re open tickets it is not working

Moderator: crythias

Post Reply
cris12345
Znuny advanced
Posts: 105
Joined: 24 Feb 2017, 16:45
Znuny Version: 5.0.16.01
Real Name: Cristina Corrales
Company: -

Re open tickets it is not working

Post by cris12345 »

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!
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Re open tickets it is not working

Post by root »

Hi,

Check the queue setting (follow up option).

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
cris12345
Znuny advanced
Posts: 105
Joined: 24 Feb 2017, 16:45
Znuny Version: 5.0.16.01
Real Name: Cristina Corrales
Company: -

Re: Re open tickets it is not working

Post by cris12345 »

which option in the "follow up option" attribute allow me to re open a ticket? I use "possible" but it didn't work
wurzel
Znuny guru
Posts: 3224
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Re open tickets it is not working

Post by wurzel »

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
OTRS 8 SILVER (Prod)
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.
Post Reply