can you share a ticket history (in TicketZoom) for a relevant ticket?
On Tue, Feb 26, 2013 at 4:30 PM, Atom Powers <apow...@digipen.edu> wrote: > > > On 02/26/2013 01:14 PM, Gerald Young wrote: > >> 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 >> > > Thanks. > > > >> It appears you're closing on a notification event or a postmaster filter. >> > > I've gone over those and don't see anything about closing a ticket. I have > five PostMaster filters for different queues, none of them close tickets > and two PostMaster filters to ignore junk. > > I have two notification events, one to notify the customer when a "note - > external" is created and one when TicketStateUpdate event is becomes > State="resolved". > > I don't see how a notification event could keep the ticket closed, the > only options I see are for how and when the notification is sent. > > > -- > Perfection is just a word I use occasionally with mustard. > --Atom Powers-- > Director of IT > DigiPen Institute of Technology > +1 (425) 895-4443 > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<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
