PostmasterFollowUpState doesn't work as expected in Znuny 7.1.7

[zerszenyi]

Hello,

I just finished upgrading from Znuny 6.5.2 to 7.1.7.

In my old system PostmasterFollowUpState was set to "open" and it worked well: when a follow-up email was received on a closed ticket, Znuny re-opened it. One can argue that re-opening a ticket on a follow-up email is counter-productive. In my case though this behavior makes more sense despite the occasional extra work.

Since the upgrade, in v7.1.7, I still have it set to "open" but instead of re-opening a closed ticket, it creates a new one.

I want it to open the closed ticket.

What am I missing?

Thank you.

[Chris28]

Hey,

Go to ADMIN → Queue and select the affected queue.

In the Follow up Option field, select possible.

Bildschirmfoto 2025-07-23 um 11.41.37.png

This will reopen closed tickets when a follow-up is created.

Kind regards

-Christian