closed ticket should opened via thread mail & appear on TOP

[shridhar]

Hi,

Can anybody help me in below issue:

The closed ticket is need to be opened via thread reply sent to support@xyz.com

Next, what happens if the ticket is already open and then receives thread reply sent to support@xyz.com, in this case does the same issue get updated?
Process to merge multiple tickets sent by client, all relating to same issue. and this mail should prioritize & appear on top of email when it is replied in thread (like any mail replied it comes on top, even it was send 10 days back mail)

Please help us to know, what is the procedure to do

Thanks & Regards,
Shridhar

[reneeb]

In the queue settings you have to enable the setting that lets OTRS re-open closed tickets. To show them "on top" is not standard.Please see http://znuny.com/en/#!/addons (add on #10).

[shridhar]

I have gone through queue setting, but didn't found the option to enable the settings to open the closed tickets unless when there is thread mail.
Is this functionality available in the OTRS? if yes please provide me the instruction to do so, really appreciated your efforts in HELPING me.

Please make a note: We are using OTRS version 3.0.X.

Note: If the ticket is closed then ok.. If any thread mail comes on the same ticket it should automatically re-open and appear on top of inbox.
**IMP: If any thread mail comes only the ticket should get re-opened, unless there is not required to open the closed to ticket.

[reneeb]

I have gone through queue setting, but didn't found the option to enable the settings to open the closed tickets unless when there is thread mail.

Ok, then you should explain thread mail. I assumed you mean a mail that belongs to a ticket (some mail clients would name the conversation a thread).

[shridhar]

I have gone through queue setting, but didn't found the option to enable the settings to open the closed tickets unless when there is thread mail.

Ok, then you should explain thread mail. I assumed you mean a mail that belongs to a ticket (some mail clients would name the conversation a thread).

yes thread mail means that only, where some client would name the conversation on same mail or ticket.

[otrswin]

Choose the relevant Queue in the Queue Menue e.g. Inbox and right beneath the escalation there should be a dropdown list where you can choose possible, not possible or new ticket... for the "on top" issue you need to have a look in the sysconfig
Ticket::Frontend::ZoomExpandSort "reversed"

Not sure about the exact name of the field in Queues since we use the german version... but this should be the solution.

More Follow up settings can be foung in the sysconfig: Ticket -> Core::PostMaster

Hope that works for you.

Vivian