about OTRS.org
Subject: Re: [otrs] Customer Follow Up Emails Turn Off Reminders
Hi Brett,
> Hey Shawn. Thanks for the reply. I apologize for the long post. I'll give
> you that there is unneeded stuff in there yes but I was just trying to make
> sure that my request was clear.
Hi Brett,
Hey Shawn. Thanks for the reply. I apologize for the long post. I'll give
you that there is unneeded stuff in there yes but I was just trying to make
sure that my request was clear. It appears I didn't quite get there.
My comment was not about the overwhelming amount of inform
empting to make my system work this way though (don't you
just LOVE open source?). If I get it and anyone else is interested, I'll
gladly post it.
Brett Davis
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Beasley
Sent: Friday, March 14, 2008
Hi Brett,
First off, please be so kind as not to send such a large block of text,
it makes it hard to read and will lead to people ignoring your
questions. So, thanks in advacne.
I have my system set up so that follow up emails from customers will
reopen tickets that we've closed. That is all
I have my system set up so that follow up emails from customers will reopen
tickets that we've closed. That is all good and exactly how I want it to work.
A problem I've noticed though is that if a customer sends an email in to a
ticket that I have set to a "pending reminder" state, OTRS switc
