Hello,
In my OTRS v5 Free, when a ticket is in state "closed" but it gets a
follow-up, automatically tickets gets in state "open". I have been
checking configuration and I have found these parameters (both in
Ticket --> Core::PostMaster):
- PostmasterFollowUpState (default: open) Defines the state of
a ticket if it gets a follow-up. --> open -->
however, I can't change that value because mark is disabled
--> I would like to reconfigure this attribute in the way
that if a ticket has a state called "xxx" (but not "closed"), if
it gets a followup, ticket status doesn't change.
- PostmasterFollowUpStateClosed (default: open) Defines the
state of a ticket if it gets a follow-up and the ticket was
already closed. --> open --> in this case, I can
change "open" to "close", but after update changes, I continue
seeing "open". By the attribute description, I think this is the
parameter I NEED TO CHANGE, but while it was disabled (marked
but unchangeable), I can't do nothing.
So, once I have explained my problem, could anyone help me?
Thanks a lot!!
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