State change upon reply. It doesn't work

[leo5nidas]

Hello all

In my university we are having the following problem:

For a ticket which is in the state "pending reminder", when the customer writes a reply, the ticket should change its state to "open". Instead, the state remains "pending reminder". I have checked the value in config sys for Ticket -> Core::PostMaster -> PostmasterFollowUpStateClosed and is set to open. So it seems that it should work.
What can we do?

Thank you in advance.

Regards

[crythias]

PostmasterFollowUpStateClosed is the followup state if the ticket is closed. Also, please read my sig. It will be easier for us to answer if we know your version of otrs, etc...

[leo5nidas]

Sorry Crythias I wanted to say Ticket -> Core::PostMaster -> PostmasterFollowUpState. It is set to "open" and the state never changes from "pending reminder".

I edited my signature in order to include our installation data.

Could you help us?

Thank you

[crythias]

Make sure that you haven't modified Kernel/System/PostMaster/FollowUp.pm. If you've modified it to keep the state pending, it will do so...
Factory default:

Code: Select all

    # set state
    my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
    if (
        $Ticket{StateType} =~ /^close/
        && $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
        )
    {
        $State = $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
    }
    if ( $GetParam{'X-OTRS-FollowUp-State'} ) {
        $State = $GetParam{'X-OTRS-FollowUp-State'};
    }

    if ( $Ticket{StateType} !~ /^new/ || $GetParam{'X-OTRS-FollowUp-State'} ) {
        $Self->{TicketObject}->TicketStateSet(
            State => $GetParam{'X-OTRS-FollowUp-State'} || $State,
            TicketID => $Param{TicketID},
            UserID   => $Param{InmailUserID},
        );
        if ( $Self->{Debug} > 0 ) {
            print "State: $State\n";
        }
    }
 

[leo5nidas]

Hello Crythias

I have checked the code you have provide in my FollowUp.pm and it is the same code. Why doesn't change the state when the user send a reply?

[crythias]

Why doesn't change the state when the user send a reply?

I don't know at this point. I'd look at the logs and see what it says about state changes.