The Queue settings control what happens to a ticket after the ticket is closed.
Basically, it's accept (and PostmasterFollowUpState is used), reject (bounce), or discard. On Fri, Jan 20, 2017 at 5:00 AM, Personal Técnico <[email protected]> wrote: > 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!! > > > > --------------------------------------------------------------------- > 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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