Hi there,
Hope I am doing this correctly :-)
So for your issue check the queue settings to see what happend upon
FollowUp. I just have allow in there
And also check settings in Frontend::Agent::Ticket::ViewCustomerFollowUp
<http://doc.otrs.org/2.3/en/html/x13170.html#Ticket:Frontend::Agent::Ticket::ViewCustomerFollowUp>.
I have the second option unticked.
Adam
Faith Senie pisze:
Hi Anton,
Thanks for the response. I only have one email address configured (I
verified this), so they're guaranteed to be the same, but I did go
through and check every place I had an email address entered, and
didn't see anything that would make me think there was a difference.
Still having the problem. The really odd part is that this only
started happening recently -- we have previous tickets that have
closed and stayed closed. As far as I'm aware, nothing has changed in
between. I'm about at the point of going into the database and
forcing it into the closed state directly, but that probably won't
solve anything for the next open ticket.
Anyone else have any thoughts on why my ticket keeps reopening every
time I close it?
Anton Gubar'kov wrote:
Hello, Faith.
I would look into the addressing issue first. OTRS should not surd
emails to itself. Cheek the addresses of the queue that are
configured for receiving emails and the address used to send emails
from the queue. If they are different, OTRS adds extra address to CC:
Regards, Anton
2008/12/6 Faith Senie <[EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>>
I could have sworn there was a thread recently about this, but I
can't find it in the archives.
I just completed a ticket, sent email to the customer, and closed
the ticket. OTRS appears to have sent an automated email to the
ticketing system telling it "This ticket has been closed!" Since
the subject of the email contains the ticket number, OTRS sees
this email as a followup to the original ticket, and reopens the
ticket. Every time I close the ticket, the action of closing the
ticket generates another email telling the system the ticket is
closed, which reopens the ticket yet again. I can't get it to
close and stay closed. Is there some setting somewhere that
controls where OTRS sends notifications like this, or whether it
sends such notifications?
Thanks,
Faith
_______________________________________________
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
------------------------------------------------------------------------
_______________________________________________
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
------------------------------------------------------------------------
_______________________________________________
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
_______________________________________________
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
