Sounds like symptoms of either having the "Follow Up Option:" set to "reject" (would cause the ticket to remain closed), "new ticket" (would cause the follow up to open a new ticket), or if it is set to "possible", then the "Ticket lock after a follow up:" is set to "Yes" which would make the reopened ticket show back up under the "Locked Tickets" of the agent that had it locked when it was closed, not back in the queue where all agents can see it. When you search for the "reopened" tickets, what state are they in and what is their "Locked" status set to when you find them? If they are "open" but "locked", the only agent that will see the ticket without having to search or using the "Status View" feature will be the one who is the "owner" and the ticket will be under that agents "Locked Tickets", not under any of the queues.
I think you said you checked those settings though so maybe it is time to punt (reinstall). Brett -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Monday, May 19, 2008 10:07 To: User questions and discussions about OTRS.org; Go Wow Subject: Re: [otrs] Closed State Quoting Go Wow <[EMAIL PROTECTED]>: > What version of OTRS you are using? > > I'm using version 2.2.6 and when any replies to closed ticket the ticket > gets open for me. > 2.2.4. I can't imagine that what I'm seeing is the default behavior. Either my installation is broken or a setting some where has been changed. The latter is entirely possible, since there have been a few people with their hands in this project. The trouble is that I don't see what setting would affect this. It doesn't seem to matter what state I set the ticket to when I reply: it does not reappear in the queue. Does this ring a bell with anyone? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system. _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
