[OTRS4] How to prevent a closed ticket to reopen?

[francescorochira]

Hi,

when the customer reply to a closed ticket, it turn into "open" state.
Instead we would like to send an automatic message to alert the customer to open a new ticket.

How can we do?

Regards.

[RStraub]

When you configure your queue via admin-webfrontend, you can set a value for the "Follow up Option". Possible values are "allow" (which leads to a re-open), "new ticket" (which will create - you guessed it - a new ticket) and "reject".

Maybe one of them will do for you?

[francescorochira]

Thank you for your answare.
All that remains is to test.

Regards.

[francescorochira]

Hi,

in fact configuring the queue as you have suggested, the closed ticket remain closed; Thanks again.
Now what we want to do is reject emails to closed tickets with an automatic email like:

Ticket is closed, please open a new ticket.

How can I do?

Regards.

[francescorochira]

I found the solution by the auto response queue.