Hi Thierry, About your first question, the behavior of a ticket once a closed state is reached, depends on the queue configuration, Follow up Option parameter, possible values are:
new ticket: a new ticket is open if a follow up arrives possible: a ticket is reopen if a follow up arrives reject: if a follow up arrives, it's rejected Hope it helps, Leonardo Certuche On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry < [email protected]> wrote: > Hello everybody, > > I'm currently using 2.3.4 version of OTRS and I have two > questions about ticket states. > > - Is there a way to prevent reopen of a ticket when it has > been closed by an agent ? (don't reopen the ticket when user reply Thank you > for example). > - I am trying to use postmaster filter to assign a > particular state to a ticket when user reply "Validation OK" in the body of > the mail but it doesn't work. I used : > > Body => (Validation OK) > > Assign > > X-OTRS-State => Closed > > Thank you > Thierry > --------------------------------------------------------------------- > 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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