Keep state on followup

[griffin]

Hi,
i know this has been answered before in this topic viewtopic.php?f=62&t=6066 but i cant seem to get it to work. Currently im working on OTRS 4.0.8

Here´s what I´ve done:

Modified FollowUp.pm with (i reversed the changes but left it commented out)

Code: Select all

    my $State = $ConfigObject->Get('PostmasterFollowUpState') || 'open';
    if (
        $Ticket{StateType} =~ /^close/
        && $ConfigObject->Get('PostmasterFollowUpStateClosed')
        )
    {
        $State = $ConfigObject->Get('PostmasterFollowUpStateClosed');
		#$State = $Ticket{State};
    }
    

Used the following on ZZZAuto.pm
$Self->{'PostmasterFollowUpState'} = '$Ticket{State}';
$Self->{'PostmasterFollowUpStateClosed'} = 'closed';

Modified Followup.pm

Code: Select all

    #my $State = $ConfigObject->Get('PostmasterFollowUpState') || 'open';
	
	my $State = $Ticket{State};

With any and all these changes, the state still changes.
All the state types are closed. Doesn't matter if its closed successful or unsuccesful or a new state of type closed. They all seem to reopen the ticket and i want to allow follow ups from the user but no state change on the followup.

Any ideas as what to do?

[crythias]

https://github.com/OTRS/otrs/blob/rel-4 ... Up.pm#L123

Code: Select all

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

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

New states (state-type begins with new) keeps the state on email followup.

Note that closed states are handled by the Admin, Queue settings:
possible (reopens the ticket),
new ticket (creates a new ticket),
reject (actually keeps the state closed).