mbesponga
Member
Jul 7, 2005, 5:39 AM
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Closing Succesfully a Trouble Ticket
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I am new in OTRS. I am asking help out there if you could help me about closing ticket. My intention is if an Agent "close successfully" a ticket and if the email is already answered, the ticket should be closed permanently. If a customer follow up, he would received notice that his ticket is already closed, he will have new ticket. But different thing happened. If the customer follows up, the ticket is being open by Administrator. This is the message he received: The state of your Ticket, 000431 has been changed by "Admin OTRS" to "open". Hope anyone could help. I would appreciate it very much. Thanks. Len |