[SOLVED] OTRS state ticket

[klausneil]

Hi, please anybody tell how i can deny that a ticket is closed will back to open state. Thanks

[ronaldjerardmedina]

I suggest creating ACL.
That's what I did.

Match - Ticket - State - Close
Possible Not - Ticket - State - *All states except Close.

or

Match - Ticket - State - Close

Possible - Ticket - State - Close

I think both will work for you, but i suggest the 2nd one.

[reneeb]

To avoid that a closed ticket is reopened via mail, you should edit the queue settings. There is one option how to handle followups of closed tickets: reopen the ticket and add the followup, create a new ticket for the mail or reject the mail.

[ronaldjerardmedina]

reneeb is right if you mean customer followup you can set it on queue settings. Nice point reneeb!

[klausneil]

Thank reneeb jejeje i see in other side this option jejee sorry and thanks also ronaldjerardmedina for you help but i search this option in agents jeje thanks boys and close this post.