I'm using KIX4OTRS with OTRS 4.0.14 (the last release for KIX)
I've looked at several posts here, the default action when a new article is added to a closed ticket is supposed to change the state to "open"
But for me, when a ticket is solved and closed (state type = closed), and the customer send a new email, the state remain closed.
I've checked different options, but it's still not working :
- in Queues settings, "Follow up Option" is set to "Possible"
- In SysConfig, in Ticket -> Core::PostMaster, PostmasterFollowUpState is set to "Ouvert" (The name we use for "open" state type)
- In SysConfig, in Ticket -> Core::PostMaster, PostmasterFollowUpStateClosed is set to "Ouvert" (The name we use for "open" state type)
I also tried to set PostmasterFollowUpState to "open" (the state type, not the state name), it wont take it and automatically change it to "Fermé et résolu" (The name we use for "closed" state type). So I guess this fields require a state name.
I didn't found anything related to follow up in KIX4OTRS SysConfig options except :
(Everything here is set to default)
Note that when in Queues settings, I set "Follow up Option" to "new ticket", it's working and create a new ticket.
Does someone has an idea of what is happening ?
Thanks