Hi all,
I need somebody that points me into the right direction. I have set-up a
customer notification for Pending Auto Close + and -, basically saying
that the incident will be closed in 24h if nobody opposes. Works
perfect, though some people tend to ignore these messages and respond to
the notification even after it is closed.
What I'd like to have would be one of the 2 following.
option a.) When a mail is send to a closed ticket, the mail bounces, and
the sender receives a notification that his case is closed and he please
removes the ticket number from the subject and sends that mail again.
option b.) The mail does not bounce but a new case is created and OTRS
replaces the ticket number in the subject.
Thank you for any assistance!!!
--
*
Julian
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