Tickets re-opens again upon closing them

[diya4911]

Hi,

We have this external sender servicedesk@externaldomain.com sends out new ticket Emails to our internal domain SD@internaldomain.com service desk,
tickets opens fine, but then our OTRS SD sends out a ticket confirmation to itself not to the external sender; it sends out an Email to: itseld SD@internaldomain.com for some reason

And this creates a new problem, when closing that ticket, the system closes the ticket then sends the notification of tickets closure to itself again which re-opens the tickets for this customer ID,

Please advise guys if you have an idea why does this happen,

Thanks and regards,

[crythias]

If it comes *from* external address and external address is aliased to internal address, reply to external address goes to internal address.

[diya4911]

Thanks, there are no aliases the servicedesk@externaldomain.com is different than sd@internaldomain.com, so it must be something else

[crythias]

the system closes the ticket then sends the notification of tickets closure to itself again which re-opens the tickets for this customer ID,

You shouldn't do this automatically anyway. But just in case, what do the logs say? Please read my Need Help? link in my signature. Help us help you.