That isn't exactly related to this problem. It's generated automatically on the ticket close screen.
If the new ticket was created in Email-Ticket, It has a 'From:' of the queue mailing list. The state notification of the close itself causes it to reopen, Not a cc. I'm not all that sure that doing a reject on followup will help - the reject notice might open A 'new ticket'. Ie- ---------- From: mSpot Help Desk <[email protected]> To: mSpot Help Desk <[email protected]> Subject: Re: [Ticket#2009093010000062] New State "closed successful"! ... Phone-ticket always puts a customer in From: and queue in To: so it's not an issue with that feature. Although - I have a related question on how to take a phone ticket when the customer doesn't want to give you an email address. Put in a false one? I did figure out how to close it. I changed the customer to myself and then closed it. However I would have expected that a queue that receives mail apparently sent from itself Would be smart enough to ignore it and avoid the loop. -Sarah From: [email protected] [mailto:[email protected]] On Behalf Of LQ Marshall Sent: Thursday, October 08, 2009 1:59 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Can't seem to close a ticket If your queue configuration allows a user to reopen a closed ticket and you send or cc a copy of the message to the closed ticket it will re-open the ticket when you close it. Two solutions... (1) Don't allow closed tickets to be re-opened, (2) no cc/b'cc the queue. ________________________________ From: [email protected] [mailto:[email protected]] On Behalf Of Sarah Baker Sent: Thursday, October 08, 2009 4:52 PM To: User questions and discussions about OTRS. Subject: [otrs] Can't seem to close a ticket OTRS v2.3.2. I have a ticket, created by using the 'Email-Ticket' to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn't seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000
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