removed tickets are being reopened

[rvaldomir]

hi,

I have the following issue.

tickets with removed state type are being reopened if the customer replies from web or mail.

any help to avoid this?

actually queue config "Followup option = new ticket" closed tickets are working fine.

[crythias]

There's apparently no real logic on the state of "removed" to prevent reopening.

[rvaldomir]

I mean, removed is because the ticket does not apply for support (as an example).

any idea how to avoid that behavior?

[lenoxvan]

Ein Client aufruft und ihr Ticket wird an einem Montag mit einem 5-Tage-SLA unterzeichnet, der Versuchsleiter bestimmt, innerhalb einer Stunde und schließt das Ticket. Der Client wird wieder auf am Donnerstag, dass das gleiche Problem reoccurred hat und das erste Ticket fordert reaktiviert werden, was, dass es jetzt gerade hat eines Tages auf der SLA zu bleiben bedeutet, bevor es bricht, finden weitere Informationen über.

[crythias]

I mean, removed is because the ticket does not apply for support (as an example).

any idea how to avoid that behavior?

Among other ways, perhaps moving the ticket to a Queue were closed followups are not possible.