Misc Sent no auto-response because the sender doesn't want a auto-response (e. g. loop or precedence head[..]
How are you Support?
I was wondering if you could please help me solve a couple of issues I am having with OTRS.
I am not sure if you are available, if you are I would love to know if you could tell me the fix for:
In the DashBoard under the row marked "Open Tickets Need to be Answered"
I have several tickets reopening after I close them.
I repeat the closing process and the tickets still comes back in that area again.
I am up to my wits with it. I had this problem solved last week (or so I thought) by disabling the AuotLoop feature in the line below found in: Kernel/System/PostMaster.pm, but now it is still not working.
$GetParam {'Mailing-List' }
$GetParam {'Precendence' }
$GetParam {'X-Loop' }
$GetParam {'X-No-Loop' }
I hashed out this line with # $GetParam {'X-OTRS-Loop' }
still getting "you got follow-up and then ticket shows up in 'Open Ticket Need To Be Answered" row
I checked the history of the ticket and noticed this line of text which I suspect is what is triggering the loop and errors associated with it.
Misc Sent no auto response because the sender doesn't want a auto response (e.g. loop or precedence header)
I am sure I need some help and I cant think of a better person to ask.
Would you please enlighten me on this issue..please.
Thanks again for your support.
Misc Sent no auto-response because the sender doesn't ...
Moderator: crythias
Re: Misc Sent no auto-response because the sender doesn't .
if I follow you right you're saying that you close a ticket, then someone sends a follow up to it causing it to reopen?
If so I had this problem and solved it yesterday. Firstly go to admin/Sysconfig/Core::Postmaster - Ticket
there's an option Postmaster-FollowUpStateClosed which is defaulted to Open.
This means when a follow up is sent OTRS assumes that the ticket should be open.
If you change that to Closed Successful it won't reopen (and won't change a closed unsuccessful to closed successful either).
You then have the choice of whether to completely reject the follow up or reject/create new, which you can change in the queue settings
If so I had this problem and solved it yesterday. Firstly go to admin/Sysconfig/Core::Postmaster - Ticket
there's an option Postmaster-FollowUpStateClosed which is defaulted to Open.
This means when a follow up is sent OTRS assumes that the ticket should be open.
If you change that to Closed Successful it won't reopen (and won't change a closed unsuccessful to closed successful either).
You then have the choice of whether to completely reject the follow up or reject/create new, which you can change in the queue settings