On 26.02.2013 21:09, Atom Powers wrote:
We have been running OTRS for about a month and I think it is the best OSS
ticketing system I've ever used.
Having to dig in OTRS code for half a year, I doubt. You situation (see
below) is nice illustration, there are many such things floating around.
Lately it came to my attention that when a customer replies to a "ticket
closed" email the ticket is not re-opened; the customer receives a "your
ticket has been updated" message immediately followed by a "your ticket has
been closed" message. The ticket state remains "resolved" (re-named from
"closed successful"). We are running 3.2.1.
Precisely because you've renamed it. The code's one of conditions is:
$Ticket{StateType} =~ /^close/
It is hardcoded (bad programming practice), so you have to rename back or
patch Kernel/System/PostMaster/FollowUp.pm.
I feel that I've already check all the obvious settings but I must be
missing something. Where else should I be looking?
My Queue is set to "Follow up Option: possible" and
Core::PostMaster::PostmasterFollowUpStateClose -> "open"
Logs indicate the follow up is processed and "ticket closed" message is sent
out immediately following:
Jan 28 09:58:38 support0 OTRS-otrs.PostMaster.pl-3[9663]:
[Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to
Ticket [3000260] created (TicketID=208, ArticleID=976). ,
Jan 28 09:58:51 support0 OTRS-CGI-3[14733]:
[Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to
'custo...@digipen.edu' from 'DigiPen Helpdesk <helpd...@digipen.edu>'.
HistoryType => SendCustomerNotification, Subject => [DP#3000118] Your
HelpDesk request has been closed.;
--
Vadim Goncharov <vgoncha...@nic.ru> RU-Center
NET Department http://www.nic.ru
NET-SYS Group phone:+7(495)737-7646 (ext.4019)
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