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.
[OTRS4] How to prevent a closed ticket to reopen?
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Re: [OTRS4] How to prevent a closed ticket to reopen?
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?
Maybe one of them will do for you?
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Re: [OTRS4] How to prevent a closed ticket to reopen?
Thank you for your answare.
All that remains is to test.
Regards.
All that remains is to test.
Regards.
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Re: [OTRS4] How to prevent a closed ticket to reopen?
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.
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.
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- Znuny newbie
- Posts: 7
- Joined: 08 Jul 2015, 15:47
- Znuny Version: 4.0.7
Re: [OTRS4] How to prevent a closed ticket to reopen?
I found the solution by the auto response queue.