Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hello,
could anyone please help me to debug this? This is really annoying.
Cheers,
Mario
On Tue, Mar 16, 2010 at 11:07 AM, ml ml wrote:
> Hello,
>
> i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
> closed if a customer answers.
>
> How i Test it:
> - I create a Mail ticket, send it to the customer with the state "closed"
> - The customer replies to this email and the ticket still remains closed
> - but do get a email notification that the customer answered to the ticket.
>
> Any idea how i can debug this?
>
> otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" *
> Config/Files/Ticket.xml: Required="1" Valid="1">
> Config/Files/Ticket.xml: Name="PostmasterFollowUpStateClosed" Required="0" Valid="0">
> Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
> Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
> Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'closed';
> Config.pm: $Self->{'PostmasterFollowUpState'} = 'open';
> Config.pm: $Self->{'PostmasterFollowUpStateClosed'} = 'open';
> System/PostMaster/FollowUp.pm: my $State =
> $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
> System/PostMaster/FollowUp.pm: &&
> $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
> System/PostMaster/FollowUp.pm: $State =
> $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
>
>
> Cheers,
> Mario
>
>
> On Wed, Dec 30, 2009 at 6:58 PM, ml ml wrote:
>> Hi,
>>
>> i have set:
>> ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
>> ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'open';
>> but if i reply to a closed ticket then the ticket still remains closed :-/
>>
>> Any idea why it wont change the state to open?
>>
>> Cheers,
>> Mario
>>
>>
>> p.s. this is otrs 2.4.5
>>
>>
>>
>> On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
>> wrote:
>>> Hi,
>>> On 29.11.2009, at 17:32, ml ml wrote:
>>>
>>> the PostmasterFollowUpState is already set to "open". Is this the
>>> option you meant?
>>>
>>> yes.
>>> Nils Leideck
>>> --
>>> Nils Leideck
>>> Senior Consultant
>>> nils.leid...@leidex.net
>>>
>>> https://webint.cryptonode.de / a Fractal project
>>>
>>>
>>>
>>>
>>>
>>> -
>>> 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
>>>
>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>>> http://www.otrs.com/en/support/enterprise-subscription/
>>>
>>
>
-
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Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hello,
i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
closed if a customer answers.
How i Test it:
- I create a Mail ticket, send it to the customer with the state "closed"
- The customer replies to this email and the ticket still remains closed
- but do get a email notification that the customer answered to the ticket.
Any idea how i can debug this?
otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" *
Config/Files/Ticket.xml:
Config/Files/Ticket.xml:
Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'closed';
Config.pm: $Self->{'PostmasterFollowUpState'} = 'open';
Config.pm: $Self->{'PostmasterFollowUpStateClosed'} = 'open';
System/PostMaster/FollowUp.pm:my $State =
$Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
System/PostMaster/FollowUp.pm:&&
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
System/PostMaster/FollowUp.pm:$State =
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
Cheers,
Mario
On Wed, Dec 30, 2009 at 6:58 PM, ml ml wrote:
> Hi,
>
> i have set:
> ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
> ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'open';
> but if i reply to a closed ticket then the ticket still remains closed :-/
>
> Any idea why it wont change the state to open?
>
> Cheers,
> Mario
>
>
> p.s. this is otrs 2.4.5
>
>
>
> On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
> wrote:
>> Hi,
>> On 29.11.2009, at 17:32, ml ml wrote:
>>
>> the PostmasterFollowUpState is already set to "open". Is this the
>> option you meant?
>>
>> yes.
>> Nils Leideck
>> --
>> Nils Leideck
>> Senior Consultant
>> nils.leid...@leidex.net
>>
>> https://webint.cryptonode.de / a Fractal project
>>
>>
>>
>>
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>
-
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Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hi,
i have set:
ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'open';
but if i reply to a closed ticket then the ticket still remains closed :-/
Any idea why it wont change the state to open?
Cheers,
Mario
p.s. this is otrs 2.4.5
On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
wrote:
> Hi,
> On 29.11.2009, at 17:32, ml ml wrote:
>
> the PostmasterFollowUpState is already set to "open". Is this the
> option you meant?
>
> yes.
> Nils Leideck
> --
> Nils Leideck
> Senior Consultant
> nils.leid...@leidex.net
>
> https://webint.cryptonode.de / a Fractal project
>
>
>
>
>
> -
> 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
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
-
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Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hi, On 29.11.2009, at 17:32, ml ml wrote: > the PostmasterFollowUpState is already set to "open". Is this the > option you meant? yes. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net https://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hi, Nils, the PostmasterFollowUpState is already set to "open". Is this the option you meant? Thanks, Mario On Sun, Nov 29, 2009 at 12:59 AM, Nils Leideck - ITSM wrote: > Hi, > On 28.11.2009, at 16:34, ml ml wrote: > > if i write a customer an e-mail and set the status to "pending..." and > the customer replies...then the Ticket-State does not change and its > still pending. > > I thought its the default behavior, that the state changes from > pending to open in this case. > > If nothow can i accomplish this? > > SysConfig -> Ticket -> Core::PostMaster > Nils Leideck > > -- > Nils Leideck > Senior Consultant > nils.leid...@leidex.net > LeideX.net > Nils Leideck - ITSM > Greesbergstr. 11 > D - 50668 Köln Altstadt-Nord > > Mobile : +49 (0) 173 2733 892 > Tel. : +49 (0) 221 1689 6910 > FAX : +49 (0) 221 2711 285 > > Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 > Steuernummer: 215/5102/2272, IdNr: 49 303 782 567 > http://webint.cryptonode.de / a Fractal project > > > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Change Ticket State on Customer E-Mail Reply
Hi, On 28.11.2009, at 16:34, ml ml wrote: > if i write a customer an e-mail and set the status to "pending..." and > the customer replies...then the Ticket-State does not change and its > still pending. > > I thought its the default behavior, that the state changes from > pending to open in this case. > > If nothow can i accomplish this? SysConfig -> Ticket -> Core::PostMaster Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net LeideX.net Nils Leideck - ITSM Greesbergstr. 11 D - 50668 Köln Altstadt-Nord Mobile : +49 (0) 173 2733 892 Tel.: +49 (0) 221 1689 6910 FAX : +49 (0) 221 2711 285 Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 Steuernummer: 215/5102/2272, IdNr: 49 303 782 567 http://webint.cryptonode.de / a Fractal project - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Change Ticket State on Customer E-Mail Reply
Hello List, if i write a customer an e-mail and set the status to "pending..." and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If nothow can i accomplish this? Thanks, Mario - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
