[otrs] Forwarding a ticket response closes the ticket? Bug or feature?

[Bruce Johnson]

I don’t recall this happening in the past, but I occasionally forward 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’re running the current version:

PRODUCT = OTRS

VERSION = 6.0.28

BUILDDATE = Wed Apr  8 20:40:29 CEST 2020

BUILDHOST = 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’s likely that I hadn’t done this since the last update.

-- 
Bruce Johnson
University of Arizona
College of Pharmacy
Information Technology Group

Institutions do not have opinions, merely customs

[Alvaro Cordero]

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

 

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

--

Alvaro Cordero Retana
Consultor de Tecnologias

Tel: 22585757 ext 123

Email: alv...@gridshield.net

[Bruce Johnson]

Thanks!