Receive of customer's reply

[GulsumCengiz]

Hello everyone,

in re: when the customer's replys to ticket, Ticket's state is changed as new ticket. But I don't want to change the state of ticket.

Could someone help me please?

Thanks in advance.

[reneeb]

That's not the default behaviour. By default customer replies do not change the ticket state (except when the ticket is closed, then the ticket - depending on the queue configuration - is reopened). So you should check your OTRS configuration (may be a GenericAgent sets the ticket state or an event module or something else).

[GulsumCengiz]

Dear Reneeb,
Thanks for your reply. But I already made reject Follow up Option and Ticket lock after a follow up settings for closed ticket each queue.
I don't want to just change state when customer's reply for ticket. For example, if the state is pending reminder, The ticket status remains the same.

could you please help us me?

[wurzel]

Hi,

if the ticket is closed it uses queue settings (reject/new ticket/possible) options.

for not-closed tickets
have a look in Core::Postmaster --> PostmasterFollowUpState

Usually the tickets gets open after a customer reply.


If you want to have the state untouched - maybe delete the value from PostmasterFollowUpState. But
I doubt this will work.


Florian