Hi, ticket follow-ups are enabled on many queues of our OTRS v2.0.4. Follow-ups causes state changes due to PostmasterFollowUpState.
Now, our agents often make comments on tickets through writting an mail to otrs. Normally, this is recognized by OTRS follow-up made through a customer. We created a postmaster filter that recognizes such an follow-up, made by an agent and stores this article as internal note (instead of customer-mail) and as sender agent (instead of mail). Also a follow-up-notification is sent to the relevant agents. This postmaster-filter-feature is really great - thanks to the developers! The only problem I have is that the state change is made due to PostmasterFollowUpState. Any advice how this could be prevented. I can set a specific state other than PostmasterFollowUpState within the postmaster-filter, but I want the state to remain untouched, e.g. like "-" present in note-compose-dialog with activated state-change-possibility. Bye, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
