how to deal with the existed ticket through email in otrs?

[otrsya]

Can we handle the existed tickets in otrs (e. close the existed ticket in otrs) by sending email ? If this can be done, how ? Thanks for help !!!

[ferrosti]

This can be done using Mail Filters. You could write certain key words to the mailbody, which you put filters on. The filters can then close the ticket.
(X-OTRS-State:closed)

[otrsya]

Thanks for your reply ! but use the mail filter only can handle the current ticket from the mail , I want to close the old ticket which existed in otrs before receiving this mail. Is it possible?

[ferrosti]

Maybe I just somehow don´t get what you want?
From what I understood you´ve got a ticket in OTRS, through wich a reply had been sent to a customer. The customer replies with a mail and you want the ticket to be closed. Then this is the way you go.
Elsewise please describe in detail what you would like to do.

[otrsya]

ok.I just want to learn if OTRS has this feature that agents can handle tickets through email.
for example:I am an agent ,I want to close a ticket in OTRS ,so I send a mail to OTRS system ,when the system receive this mail ,it can change the ticket's state which i want to close.

Am I clear ? Thanks again .

[jojo]

http://www.otrs.com/en/software/otrs-he ... ce/#c39714

[otrsya]

ferrosti , jojo ,thanks for your help . I know how to find the answer now !!!