Change Status when Client replies via Email

marguskoval

Hi. Is there a way to enforce that if a client updates a ticket via email the status of the ticket is automatically changed to "open"

I found a similar thread from a way back, however the solution applies to a legacy version:

https://forum.osticket.com/d/85378-change-status-when-client-replies-via-email

KevinTheJedi

marguskoval

It’s like that by default unless you have the closed status set to not allow reopen. We don’t reopen tickets on auto-reply emails (like out of office replies, etc.).

Cheers.

marguskoval

Thank you for the reply!

The problem I'm having is that an agent changes a ticket to "Waiting for reply" and when the ticket receives a reply via email the ticket remains as "Waiting for reply" - and we'd like the ticket status value to change to "Open"

KevinTheJedi

marguskoval

Is Waiting for Reply a Closed state status? If so then go to the status (Admin Panel > Manage > Lists > Ticket Statuses > click Waiting for Reply), click Item Properties tab, make sure you have Allow Reopen enabled, make sure your Reopen Status is set appropriately, and Save Changes.

Cheers.

marguskoval

No, the state of Waiting for Reply is "open"

KevinTheJedi

marguskoval

Oh..well then the ticket is already open so there is nothing left to do. You cannot change from an open status to another open status automatically. It must be manually changed.

Cheers.