Hi Adam,
Where is this setting kept? I'm getting tickets reopened automatically after
they've been closed, and I'm unable to discern the reason.
When does this occurs?
Post the relevante parts of your OTRS-logging...
Doing a search in sysconfig for reopen doesn't return results. I note this
question by Luca Corti was (so far) unanswered in regards to avoiding
reopened tickets when a customer replies to the agent email message saying
it has been closed.
On every queue setup "Admin > Queue", you can set the bahaviour when a
closed tickets gets replied by a customer mail entry:
On by German OTRS, it's called "Nachfrage Option" (Follow-Up Options?):
* neues Ticket (New Ticket?) => generates a new ticket
* möglich (possible?) => reopens the closed ticket
* ablehnen (deny?) => denies the reply
See also Auto-Antworten (auto-answers?) > default follow
up/reject/default closed/new ticket and Auto-Antworten <-> Queues for
setting up mail-replies to the incoming customer mail.
* Adam Getchell, M.S.
Bye, Alex
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