The relevant code from Kernel/System/PostMaster/FollowUp.pm
my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') ||
'open';
if (
$Ticket{StateType} =~ /^close/
&& $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
)
{
$State =
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
}
if ( $GetParam{'X-OTRS-FollowUp-State'} ) {
$State = $GetParam{'X-OTRS-FollowUp-State'};
}
if ( $Ticket{StateType} !~ /^new/ || $GetParam{'X-OTRS-FollowUp-State'}
) {
Translation
If "PostmasterFollowupState" is set, it overrides "open", and that's the
current value.
If the current state TYPE begins with "close", obey the value in
PostmasterFollowupStateClosed, but only if one is set. (resolved can be
resolved as long as the state type begins with closed)
If the header or PostmasterFilter sets an X-OTRS-FollowUp-State, that wins.
If the ticket is NOT of StateType that begins with "new" (the state could
be named anything) OR X-OTRS-FollowUp-State is set, set the state of either
the result of above or the X-OTRS-FollowUp-State
It will be, in order of processing result:
"open" (or) PostMasterFollowUpState (if set) (unless closed)
PostMasterFollowUpStateClosed (if closed)
(whatever state it is in if the state is "new")
X-OTRS-FollowUp-State (always wins, if set)
It appears you're closing on a notification event or a postmaster filter.
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