Um, yeah, I see it now. Thanks.
So, for posterity, I will will re-iterate what I believe to be the use of the settings:
To disallow follow-ups on closed tickets, set the "Follow up Option" for a queue to either "Reject" or "New ticket". The "Reject" setting will cause a "new ticket rejection ...
Search found 3 matches
- 18 Nov 2011, 07:00
- Forum: Help
- Topic: How to detect re-opening of ticket
- Replies: 17
- Views: 13302
- 17 Nov 2011, 23:27
- Forum: Help
- Topic: How to detect re-opening of ticket
- Replies: 17
- Views: 13302
Re: How to detect re-opening of ticket
OK, I don't mean to appear stupid here; however, I do not see a concise answer on how to do the setup on this.
From what I gather from this thread the following are the steps required to have OTRS create a new ticket when receiving an email follow-up of an existing ticket that is closed:
1. Core ...
From what I gather from this thread the following are the steps required to have OTRS create a new ticket when receiving an email follow-up of an existing ticket that is closed:
1. Core ...
- 17 Nov 2011, 04:19
- Forum: Help
- Topic: How to detect re-opening of ticket
- Replies: 17
- Views: 13302
Re: How to detect re-opening of ticket
OK, I get it that it CAN be configured, but HOW? So, I changed "PostmasterFollowUpStateClosed" to "closed", but the an email with the ticket hook and ticket number in the subject does not open a new ticket, and updates the closed ticket. Help, please.