Hello Robert, I'm not sure of the search filter, but the action would be X-OTRS-Followup-State == closed+/-
//M On Wed, Aug 24, 2011 at 12:54 AM, Gerald Young <cryth...@gmail.com> wrote: > You might be successful at filtering that email at the mailbox rather than > OTRS or PostmasterFilter X-OTRS-Ignore. > > On Tue, Aug 23, 2011 at 5:34 PM, Robert Poreba < > poreba.rob...@googlemail.com> wrote: > >> Hi Muhammad,**** >> >> ** ** >> >> Yes, this would work but it would have some implications.**** >> >> We have multiple queues defined on the system and monitored by different >> teams. Tickets from that customer can be in any of those queues so I would >> need to create multiple sub-queues with no followup.**** >> >> This would be hard to manage.**** >> >> >> Thanks **** >> >> Robert**** >> >> ** ** >> >> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf >> Of *Muhammad El-Sergani >> *Sent:* 23 August 2011 21:27 >> *To:* User questions and discussions about OTRS. >> *Subject:* Re: [otrs] Use Postmaster to disable call re-opening on >> followup**** >> >> ** ** >> >> Hello Robert, >> >> Why not create a specific queue for that customer, and disable follow-ups? >> >> On Tuesday, August 23, 2011, Robert Poreba <poreba.rob...@googlemail.com> >> wrote: >> > Hi All, >> > >> > I'm wondering if there is a way to use Postmaster filter to prevent >> calls from re-opening after follow up is received. >> > >> > I like the re-opening feature but I would like to disable it for one >> particular customer. >> > The reason is that when we log calls in otrs, the email from otrs logs a >> call on the other system. Now when we close the call before they do, their >> closure notification re-opens our call.. >> > >> > >> > -- >> > Thanks a lot, >> > Robert >> >> -- **** >> >> ** ** >> >> //M**** >> >> ** ** >> >> --------------------------------------------------------------------- >> 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 >
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