Hello,
i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
closed if a customer answers.
How i Test it:
- I create a Mail ticket, send it to the customer with the state "closed"
- The customer replies to this email and the ticket still remains closed
- but do get a email notification that the customer answered to the ticket.
Any idea how i can debug this?
otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" *
Config/Files/Ticket.xml: <ConfigItem Name="PostmasterFollowUpState"
Required="1" Valid="1">
Config/Files/Ticket.xml: <ConfigItem
Name="PostmasterFollowUpStateClosed" Required="0" Valid="0">
Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'closed';
Config.pm: $Self->{'PostmasterFollowUpState'} = 'open';
Config.pm: $Self->{'PostmasterFollowUpStateClosed'} = 'open';
System/PostMaster/FollowUp.pm: my $State =
$Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
System/PostMaster/FollowUp.pm: &&
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
System/PostMaster/FollowUp.pm: $State =
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
Cheers,
Mario
On Wed, Dec 30, 2009 at 6:58 PM, ml ml <[email protected]> wrote:
> Hi,
>
> i have set:
> ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} = 'open';
> ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} = 'open';
> but if i reply to a closed ticket then the ticket still remains closed :-/
>
> Any idea why it wont change the state to open?
>
> Cheers,
> Mario
>
>
> p.s. this is otrs 2.4.5
>
>
>
> On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
> <[email protected]> wrote:
>> Hi,
>> On 29.11.2009, at 17:32, ml ml wrote:
>>
>> the PostmasterFollowUpState is already set to "open". Is this the
>> option you meant?
>>
>> yes.
>> Nils Leideck
>> --
>> Nils Leideck
>> Senior Consultant
>> [email protected]
>>
>> https://webint.cryptonode.de / a Fractal project
>>
>>
>>
>>
>>
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