Re: Reply on Archived ticket

Hi,

Set "Follow up Option" as "New Ticket" in your Queue.


-Never Min

2016-09-28 21:59 GMT+08:00 Dion van Adrichem <[email protected]>:

> Hello,
>
> I have an automatic task which Archives closed tickets after 3months. At
> the same time these tickets are placed to an Archive-queue to further limit
> access to these old tickets.
>
> The queue is setup to discard replies, and the client receives the
> discarded message correctly. So that Archived tickets stay archived.
>
> We notice that clients don't really read the discard message and never
> send the follow-up in as new ticket.
>
> This leads to the wish to automatically create a new ticket for a reply to
> an archived ticket.
>
> Can this be done? Maybe using the Postmaster Filters?
> What would be the best approach?
>
> Thanks in advance for your insight!
>
> Regards,
> Dion
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
>

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs