Hi Sara, How have you configured your close notification? I don't understand why the close notification would go to the queue email address.
-- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51&cHash=ef91fa143e>and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Fri, Oct 9, 2009 at 12:33 AM, Sarah Baker <[email protected]> wrote: > 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 > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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