Hi, Set "Follow up Option" as "New Ticket" in your Queue.
-Never Min 2016-09-28 21:59 GMT+08:00 Dion van Adrichem <[email protected]>: > Hello, > > I have an automatic task which Archives closed tickets after 3months. At > the same time these tickets are placed to an Archive-queue to further limit > access to these old tickets. > > The queue is setup to discard replies, and the client receives the > discarded message correctly. So that Archived tickets stay archived. > > We notice that clients don't really read the discard message and never > send the follow-up in as new ticket. > > This leads to the wish to automatically create a new ticket for a reply to > an archived ticket. > > Can this be done? Maybe using the Postmaster Filters? > What would be the best approach? > > Thanks in advance for your insight! > > Regards, > Dion > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
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