On 27.02.2013 13:07, Michiel Beijen wrote:
Hi Vadim,
On Tue, Feb 26, 2013 at 8:48 PM, Vadim S. Goncharov<vgoncha...@nic.ru> wrote:
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'm sorry but here you see the state TYPE, not the state. You can
rename states all you want, you'll need to update the configuration,
but you need not mess with the code.
State TYPES are different and you should not rename them; you can not
do that without direct DB access anyway, they are internal and they
are never displayed to users.
Sorry, missed that (was reading that briefly another day for another
problem, just remembered the place), so has given wrong answer.
There are many hardcoded things in OTRS, still.
--
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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