Re: Forwarding a ticket response closes the ticket? Bug or feature?

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Hello,

For every action there is an option in sysconfig to choose the default
state.

AgentTicketForward has closed successful as the default state. You can
either change your config or be sure to set the current state when doing
the action.

Best Regards


El mar., 14 jul. 2020 a las 10:54, Bruce Johnson (<
[email protected]>) escribi=C3=B3:

> I don=E2=80=99t recall this happening in the past, but I occasionally for=
ward a
> response or question from a ticket to another email address; when I did
> this today, the ticket was closed in both instances, which was not what I
> wanted.
>
> We=E2=80=99re running the current version:
>
> PRODUCT =3D OTRS
> VERSION =3D 6.0.28
> BUILDDATE =3D Wed Apr  8 20:40:29 CEST 2020
> BUILDHOST =3D otrsbuild.otrs.com
>
> IS this a bug or a feature? If feature, can it be turned off, I did not
> want to close the ticket. It=E2=80=99s likely that I hadn=E2=80=99t done =
this since the
> last update.
>
> --
> Bruce Johnson
> University of Arizona
> College of Pharmacy
> Information Technology Group
>
> Institutions do not have opinions, merely customs
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
>


--=20

*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* [email protected]

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<div dir=3D"ltr">Hello,=C2=A0<div><br></div><div>For every action there is =
an option in sysconfig to choose the default state.=C2=A0=C2=A0</div><div><=
br></div><div>AgentTicketForward has closed successful as the default state=
. You can either change your config or be sure to set the current state whe=
n doing the action.=C2=A0</div><div><br></div><div>Best Regards</div><div>=
=C2=A0</div></div><br><div class=3D"gmail_quote"><div dir=3D"ltr" class=3D"=
gmail_attr">El mar., 14 jul. 2020 a las 10:54, Bruce  Johnson (&lt;<a href=
=3D"mailto:[email protected]">[email protected]</a>&g=
t;) escribi=C3=B3:<br></div><blockquote class=3D"gmail_quote" style=3D"marg=
in:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1e=
x">



<div style=3D"overflow-wrap: break-word;">
I don=E2=80=99t recall this happening in the past, but I occasionally forwa=
rd a response or question from a ticket to another email address; when I di=
d this today, the ticket was closed in both instances, which was not what I=
 wanted.
<div><br>
</div>
<div>We=E2=80=99re running the current version:</div>
<div><br>
</div>
<div>
<div style=3D"margin:0px;font-stretch:normal;line-height:normal;font-family=
:Consolas;background-color:rgb(197,197,197)">
<span style=3D"font-variant-ligatures:no-common-ligatures">PRODUCT =3D OTRS=
</span></div>
<div style=3D"margin:0px;font-stretch:normal;line-height:normal;font-family=
:Consolas;background-color:rgb(197,197,197)">
<span style=3D"font-variant-ligatures:no-common-ligatures">VERSION =3D 6.0.=
28</span></div>
<div style=3D"margin:0px;font-stretch:normal;line-height:normal;font-family=
:Consolas;background-color:rgb(197,197,197)">
<span style=3D"font-variant-ligatures:no-common-ligatures">BUILDDATE =3D We=
d Apr=C2=A0 8 20:40:29 CEST 2020</span></div>
<div style=3D"margin:0px;font-stretch:normal;line-height:normal;font-family=
:Consolas;background-color:rgb(197,197,197)">
<span style=3D"font-variant-ligatures:no-common-ligatures">BUILDHOST =3D <a=
 href=3D"http://otrsbuild.otrs.com" target=3D"_blank">
otrsbuild.otrs.com</a></span></div>
<div><span style=3D"font-variant-ligatures:no-common-ligatures"><br>
</span></div>
<div><span style=3D"font-variant-ligatures:no-common-ligatures">IS this a b=
ug or a feature? If feature, can it be turned off, I did not want to close =
the ticket. It=E2=80=99s likely that I hadn=E2=80=99t done this since the l=
ast update.</span></div>
<div><span style=3D"font-variant-ligatures:no-common-ligatures"><br>
</span></div>
<div>--=C2=A0<br>
Bruce Johnson<br>
University of Arizona<br>
College of Pharmacy<br>
Information Technology=C2=A0Group<br>
<br>
Institutions do not=C2=A0have opinions, merely=C2=A0customs<br>
<br>
</div>
<br>
</div>
</div>

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rs</a><br>
</blockquote></div><br clear=3D"all"><div><br></div>-- <br><div dir=3D"ltr"=
 class=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div=
 dir=3D"ltr"><div><div dir=3D"ltr"><div><font color=3D"#666666"><i>Alvaro C=
ordero Retana<br>Consultor de Tecnologias</i></font></div><div><font color=
=3D"#666666"><i>Tel: 22585757 ext 123</i></font></div><div><i><font color=
=3D"#666666">Email:</font></i> <a href=3D"mailto:[email protected]" tar=
get=3D"_blank">[email protected]</a><br><img src=3D"http://www.gridshie=
ld.com/images/gs-signature.png"><br></div></div></div></div></div></div></d=
iv></div></div>

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