Hello,
could anyone please help me to debug this? This is really annoying.
Cheers,
Mario
On Tue, Mar 16, 2010 at 11:07 AM, ml ml <mliebher...@googlemail.com> wrote:
> Hello,
>
> i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
> closed if a customer answers.
>
> How i Test it:
> - I create a Mail ticket, send it to the customer with the state "closed"
> - The customer replies to this email and the ticket still remains closed
> - but do get a email notification that the customer answered to the ticket.
>
> Any idea how i can debug this?
>
> otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" *
> Config/Files/Ticket.xml: <ConfigItem Name="PostmasterFollowUpState"
> Required="1" Valid="1">
> Config/Files/Ticket.xml: <ConfigItem
> Name="PostmasterFollowUpStateClosed" Required="0" Valid="0">
> Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
> Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
> Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'closed';
> Config.pm: $Self->{'PostmasterFollowUpState'} = 'open';
> Config.pm: $Self->{'PostmasterFollowUpStateClosed'} = 'open';
> System/PostMaster/FollowUp.pm: my $State =
> $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
> System/PostMaster/FollowUp.pm: &&
> $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
> System/PostMaster/FollowUp.pm: $State =
> $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
>
>
> Cheers,
> Mario
>
>
> On Wed, Dec 30, 2009 at 6:58 PM, ml ml <mliebher...@googlemail.com> wrote:
>> Hi,
>>
>> i have set:
>> ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
>> ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'open';
>> but if i reply to a closed ticket then the ticket still remains closed :-/
>>
>> Any idea why it wont change the state to open?
>>
>> Cheers,
>> Mario
>>
>>
>> p.s. this is otrs 2.4.5
>>
>>
>>
>> On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
>> <nils.leid...@leidex.net> wrote:
>>> Hi,
>>> On 29.11.2009, at 17:32, ml ml wrote:
>>>
>>> the PostmasterFollowUpState is already set to "open". Is this the
>>> option you meant?
>>>
>>> yes.
>>> Nils Leideck
>>> --
>>> Nils Leideck
>>> Senior Consultant
>>> nils.leid...@leidex.net
>>>
>>> https://webint.cryptonode.de / a Fractal project
>>>
>>>
>>>
>>>
>>>
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