How to reopen a closed ticked automatically

[Baustin]

Hey Guys,

I am sure this one is a simple one. So we have OTRS set up to fetch mails from out mailbox. After a few replies, we find that we have to close the ticket as it is resolved.

However when a customer replies to the closed ticket, we do not see they reply in our que. The ticket remains closed.

Is there a way to re-open a closed ticked once a customer emails back in?

Thanks

[renee]

You can set the state a ticket should have after a followup:

SysConfig -> Ticket -> Core::PostMaster -> PostmasterFollowUpStateClosed and you have to allow followups for closed ticket per queue (you have to edit the queue settings).

[Baustin]

Thanks alot man, Worked a treat