How to detect re-opening of ticket

[peter_sk]

Hi!

I would like to send a notification to a customer, when she or he re-opens a closed ticked (for example replies on e-mail, after ticket is closed).
Any idea how to configure Notification (Event) to do this?

State update is not an option, because the same event happens when new ticket is updated from new to open state.

Or maybe another question: how to detect a new ticket is being updated to open state. I need both notifications, but with different text in e-mail.

Thanks!

Peter

[crythias]

TicketStateUpdate in Notification (Event) does indeed allow you to choose what to do when a ticket state is open (or closed...)

In the sysconfig, Config Options: Ticket -> Core::PostMaster

PostmasterFollowUpStateClosed:
The state if a ticket got a follow-up and the ticket was already closed.

Let's say there is a new state called reopened ... define it as a TYPE of open but add it in Admin Status and write it in the box above as well. You'll also probably want to add it in Config Options: Ticket -> Core::Ticket
Ticket::ViewableStateType:
State types for a ticket to display.

Now you have a TicketStateUpdate that you can check, which should only be triggered by FollowUpState after a ticket is closed.

[peter_sk]

TicketStateUpdate in Notification (Event) does indeed allow you to choose what to do when a ticket state is open (or closed...)

In the sysconfig, Config Options: Ticket -> Core::PostMaster

PostmasterFollowUpStateClosed:
The state if a ticket got a follow-up and the ticket was already closed.

Let's say there is a new state called reopened ... define it as a TYPE of open but add it in Admin Status and write it in the box above as well. You'll also probably want to add it in Config Options: Ticket -> Core::Ticket
Ticket::ViewableStateType:
State types for a ticket to display.

Now you have a TicketStateUpdate that you can check, which should only be triggered by FollowUpState after a ticket is closed.

This is really helpfull. Thanks a lot! I knew I should do something with states, but didn't know exactly what!

[rbreidenstein]

What if i wanted to keep the closed ticket closed, but create a new ticket linked to the original? Is this something that could be accomplished easily?

[vargaviktor]

Yes, you can set it.

[grgelisha]

TicketStateUpdate in Notification (Event) does indeed allow you to choose what to do when a ticket state is open (or closed...)

In the sysconfig, Config Options: Ticket -> Core::PostMaster

PostmasterFollowUpStateClosed:
The state if a ticket got a follow-up and the ticket was already closed.

Let's say there is a new state called reopened ... define it as a TYPE of open but add it in Admin Status and write it in the box above as well. You'll also probably want to add it in Config Options: Ticket -> Core::Ticket
Ticket::ViewableStateType:
State types for a ticket to display.

Now you have a TicketStateUpdate that you can check, which should only be triggered by FollowUpState after a ticket is closed.

Hi Crythias,

I have done all the above stated but still I couldnt re-open the close ticket.. I would appreciate if you could point out the probable reasons??

[crythias]

The queue followup possible setting might be reject or new. (in admin, queue)

[grgelisha]

The queue followup possible setting might be reject or new. (in admin, queue)

Hi Crythias,

Thank you very much for your quick reply.. But, New ticket is getting created instead of reopening the ticket.. please help..

[crythias]

read my answer again.

[grgelisha]

I selected possible itself..Its testing error on my end.. Thanks a lot Crythias its working..

[caiblack]

OK, I get it that it CAN be configured, but HOW? So, I changed "PostmasterFollowUpStateClosed" to "closed", but the an email with the ticket hook and ticket number in the subject does not open a new ticket, and updates the closed ticket. Help, please.

[crythias]

Already answered in this topic. Followup possible in the queue.

[caiblack]

OK, I don't mean to appear stupid here; however, I do not see a concise answer on how to do the setup on this.

From what I gather from this thread the following are the steps required to have OTRS create a new ticket when receiving an email follow-up of an existing ticket that is closed:

1. Core::PostMaster -> PostmasterFollowUpStateClosed = closed
...

I am not sure what to do after that.

[crythias]

Don't look at SysConfig. Look at the queue.

[caiblack]

Um, yeah, I see it now. Thanks.

So, for posterity, I will will re-iterate what I believe to be the use of the settings:

To disallow follow-ups on closed tickets, set the "Follow up Option" for a queue to either "Reject" or "New ticket". The "Reject" setting will cause a "new ticket rejection" message to be sent to the sender, and the "New ticket" option will cause an entirely new ticket to be opened.

Please, correct me if I have incorrectly described the situation.

[crythias]

The "Reject" setting will cause a "new ticket rejection" message to be sent to the sender

Only if there is a reject auto-response attached to the queue.

the "New ticket" option will cause an entirely new ticket to be opened.

Yes.

[creator]

Hello,
I've a further question on this topic.

In addition to reopen on followup, I would like to limit the time-frame a user can do it.

Example:

1. The user opens a ticket on day 1
2. The agent closes the ticket on day 2
3. The user re-opens the ticket on day 3
4. The agent closes the ticket again on day 4

Until now, it's all fine.

5. The user re-opens the ticket on day 20

That's the problem.

I would like the user is permitted to re-open tickets only for a configurable time-frame (ie. two weeks after it is closed). After that time-frame, a new ticket should be created.

Do you know if I can configure OTRS this way?

I'm using Otrs 3.0.11.

Thanks in advance!

Greetings,
Stefano Coletta

[crythias]

In this case, I'd say no. The alternative to this is to set a pending auto-close for 20 days and not allow followups.
Certainly, it's likely to be able to be created as a programmed postmasterfilter (separate file, not through gui).