If your queue configuration allows a user to reopen a closed ticket and you send or cc a copy of the message to the closed ticket it will re-open the ticket when you close it. Two solutions... (1) Don't allow closed tickets to be re-opened, (2) no cc/b'cc the queue.
_____ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sarah Baker Sent: Thursday, October 08, 2009 4:52 PM To: User questions and discussions about OTRS. Subject: [otrs] Can't seem to close a ticket OTRS v2.3.2. I have a ticket, created by using the 'Email-Ticket' to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn't seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000
--------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
