Re: [otrs] Closed State

[gen]

Quoting "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>:

[EMAIL PROTECTED] wrote:

Quoting Lars Jørgensen <[EMAIL PROTECTED]>:

Den 16/05/2008 kl. 21.47 skrev [EMAIL PROTECTED]:

Unfortunately, that didn't work, either. Here's a little more info.
When a customer responds to a ticket and it has been marked as either
"closed" or "responded", the ticket remains closed and is not
displayed in the queue. As it turns our, tickets marked as anything
but open are not displayed in the queue. pending, responded... none of
them show up in the queue.

Are you sure the ticket actually remains closed after a customer
follow-up? Have you tried searching for the ticket id?

It may be that the ticket is locked to some agent. Then it would not
show up in your queues.

Thanks for the reply. Even the agent who owns the ticket doesn't see
it. The only way to find it is to search for it.

If the ticket has been closed this is normal.

Nils Breunese.

If a ticket has been closed, but then the customer replies to it, is
it the default setting that the new response isn't displayed? That's
the issue here.



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