Ticket is reopened with "followup"

[zigzagbe]

Hello,

When I reply to a ticket (and during the reply set status as "closed-successful"), the system reopens the ticket after some minutes, and adds a "follow-up" entry :

StateUpdate
Old: "closed successful" New: "open"
-
root@localhost (Admin OTRS)
09/05/2010 13:35:20
FollowUp
FollowUp for [2010050910000053].
x
root@localhost (Admin OTRS)
09/05/2010 13:35:20
Misc
Reset of unlock time.
-
root@localhost (Admin OTRS)
09/05/2010 13:35:20

It seems to be done automatically.
What is the purpose, and how to fix that ?

PLEASE NOTE : no message is sent to customer. Seems to be only internal.

Many thanks for your time !

[zigzagbe]

UPDATE :

I have discovered that my own address is added in Cc filed of any reply sent.

(Then its normal what happen : it download a new message and ticket is reopen).

But HOW to avoid my own address is in CC field ?

Thanks !

Vincent

[giga0069]

But HOW to avoid my own address is in CC field ?

Maybe you should instruct your customers not send their inquieries to you personal mailbox as well? And: OTRS should not fetch you personal mails, but use an own account like

Code: Select all

helpdesk@company.com

When you reply you should have a look on the cc field and in some cases remove cc addresses.

giga0069

[Daniel Obee]

Check if the recieving address is set as system address. System adresses are not put to cc:

Greets Daniel