Hello, We archive any tickets older than 3 months. I've seen recently that when someone replies to a ticket that is archived then the ticket is NOT restored. From what i can see this is due to no change in the status of the ticket. why does a response from a customer not change the status of the ticket though? it just shows as "FollowUp" in the history of the ticket and sends a note to the owner of that ticket but the ticket remians archived. I would expect the eventmodule "archiverestore" to kick in at that point and change archive state to "n".
anyone with experience or solution on this? thanks Neil
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