Thank you for answers
Sysconfig -> Ticket -> Core::Postmaster is the
solution for my first question using <OTRS_TICKET_STATE> as Value for follw up
state.
For the second question my mistake was using
X_OTRS_State, the good key to use is X_OTRS_FollowupState.
And now all is ok.
Thierry
De : [email protected] [mailto:[email protected]] De la part de Nils
Leideck - ITSM
Envoyé : jeudi 21 janvier 2010 21:45
À : User questions and discussions about OTRS.
Objet : Re: [otrs] Postmaster Filter changing Ticket State
Hi,
I do not actually understand your question but let me try ;-)
On 21.01.2010, at 15:02, TISSOT, Thierry wrote:
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).
go to Sysconfig -> Ticket -> Core::Postmaster and see if the configuration
parts are helpful.
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
what does not work, what is the error message you get?
You might want to set "closed successful" or "closed unsuccessful" instead of
"Closed".
Look in the Admin Panel in "States" if your used state "Closed" is really there
and valid.
Nils Leideck
--
Nils Leideck
Senior Consultant
[email protected]<mailto:[email protected]>
[email protected]<mailto:[email protected]>
http://webint.cryptonode.de / a Fractal project
CU @ CeBIT 2010 in
Hannover<http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235>,
Germany and get to know more about OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!
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