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
How to reopen a closed ticked automatically
Moderator: crythias
How to reopen a closed ticked automatically
OTRS 3.0.7 installed on Linux. Agents access it, customers emails us.
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Re: How to reopen a closed ticked automatically
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).
SysConfig -> Ticket -> Core::PostMaster -> PostmasterFollowUpStateClosed and you have to allow followups for closed ticket per queue (you have to edit the queue settings).
Need a Perl/OTRS developer? You can contact me at info@perl-services.de
Re: How to reopen a closed ticked automatically
Thanks alot man, Worked a treat 

OTRS 3.0.7 installed on Linux. Agents access it, customers emails us.