Re: New state after a closed ticket gets a follow-up

The Queue settings control what happens to a ticket after the ticket is
closed.

Basically, it's accept (and PostmasterFollowUpState is used), reject
(bounce), or discard.

On Fri, Jan 20, 2017 at 5:00 AM, Personal Técnico <[email protected]>
wrote:

> Hello,
>
> In my OTRS v5 Free, when a ticket is in state "closed" but it gets a
> follow-up, automatically tickets gets in state "open". I have been checking
> configuration and I have found these parameters (both in Ticket -->
> Core::PostMaster):
>
>    - PostmasterFollowUpState (default: open)   Defines the state of a
>    ticket if it gets a follow-up.      -->   open    --> however, I can't
>    change that value because  mark is disabled --> I would like to reconfigure
>    this attribute in the way that if a ticket has a state called "xxx" (but
>    not "closed"), if it gets a followup, ticket status doesn't change.
>    - PostmasterFollowUpStateClosed (default: open)  Defines the state of
>    a ticket if it gets a follow-up and the ticket was already closed.   -->
>    open  -->  in this case, I can change "open" to "close", but after update
>    changes, I continue seeing "open". By the attribute description, I think
>    this is the parameter I NEED TO CHANGE, but while it was disabled (marked
>    but unchangeable), I can't do nothing.
>
>
> So, once I have explained my problem, could anyone help me?
>
>
> Thanks a lot!!
>
>
>
> ---------------------------------------------------------------------
> 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