Re open tickets it is not working

[cris12345]

Hello,

I need some help in order to understand how the follow up options in the queue configuration works correctly.

What I need?
If a ticket is already closed and the customer reply, I want the same ticket turn to open/new/in progress again

What I done?
When the customer reply a new ticket is created instead open the original ticket

Confg:
Follow up options is possible
Core: PostMaster: PostmasterFollowUpStateClosed is New


What should I change?


Thanks for your help in advance!

[root]

Hi,

Check the queue setting (follow up option).

- Roy

[cris12345]

which option in the "follow up option" attribute allow me to re open a ticket? I use "possible" but it didn't work

[wurzel]

Hi,

"Possible" = allowing the follow up, tickets jumps to state open


So if it does not work, something else is configured wrong. (Postmaster Filter, Generic Agent, Sysconfig, ...)

Florian