Discussion Forum: General Discussion: Help Desk Discussion: Closing Succesfully a Trouble Ticket


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Closing Succesfully a Trouble Ticket

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Author	Subject: Closing Succesfully a Trouble Ticket

mbesponga
Member

Jul 7, 2005, 5:39 AM

Closing Succesfully a Trouble Ticket	Quote \| Reply

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

John
Member

Nov 4, 2013, 2:50 AM

Re: [mbesponga] Closing Succesfully a Trouble Ticket	Quote \| Reply

Hi!

OTRS needs to be configured in the Administration tab so the closed ticket won't be opened again once the same user follow up on same case. Instead, a new ticket will be created and the closed ticket will be related to it either by typing the case/reference number or a "pointer" that'll direct the closed ticket from the new one. Hope this helps...

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