On 20100816 at 06:26 AM Julian Junge typed... > 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.
You could create a reply directing the user what he/she needs to do. In this case ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to reject. Create/Modify appropriate Auto-Queue response to respond with the appropriate verbiage. On 20100816 at 06:26 AM Julian Junge typed... >option b.) The mail does not bounce but a new case is created and OTRS >replaces the ticket number in the subject. Configure the Follow-up option for the queue - ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to New Ticket Create/Modify appropriate Auto-Response<-->Queue responder to respond with a message indicating the ticket has been opened under a new ticket. I think there are default auto-responses available when you initially configure these options, but customizing the auto-responder is IMO a highly recommended step.
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