Dear all, the following situation sometimes happens: our customer sends the "FollowUp" message to a ticket which has already been closed. The customer receives the automatical "Follow up rejected" response from our OTRS system, consequently. He is asked to send a new request to our system.
Then agents receive the automatical "sk_SK::Agent:FollowUp" notification related to the ticket, in spite of the fact, that the ticket is already closed. You can believe that they are very confused because of the unlogical notification. The queue [Follow up Option:] parameter is set to "reject". So, the "Follow up Option" done by customer is denied. Here you can see a few of lines from its history (as example): StateUpdate Old: "open" New: "closed unsuccessful" FollowUp for [#123456]. Follow up rejected. SendAutoReject AutoReject sent to "custo...@custcompany" SendAgentNotification "FollowUp"-notification sent to "agent....@ourcompany" SendAgentNotification "FollowUp"-notification sent to "agent....@ourcompany" Please, have a look at the above mentioned lines: agents should not be notified! The ticked is already closed. This is confusing! Does anyone of you have any idea where we are making a mistake ? Do you have an experience with this ? Any kind of help would be appreciated very much. Thanks a lot, Tibor. --------------------------------------------------------------------- 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/
