Reopen on email reply

henkemail

I read everywhere that tickets are by default auto reopened if the customer email replies to a closed ticket.. but in my setup a new ticket is created instead... Very thankful for any ideas.

JRogers

Your system is either the wrong version, or is not set up properly.I'm sure you need more specific information, so please see this topic, and then tell us more about your system and setup:Please read before requesting assistanceThat will help us to help you.Jack

henkemail

Many thanks for your reply Jack. The setup is pretty basic, I have added a few departments, groups etc. Everything is working as expected, incoming emails are added to the ticket-thread etc. Except for when the ticket is in "closed" state, then new emails are placed under new ticket. I notice the following now though.. se screenshot. Have I accidentally changed some setting? (Stängd = Closed). Or could it be a language problem, I use Swedish localization (switched to English temporarily for the screen dumps). blank I noticed for example that there is a "list" under "lists" that contain several items not present in the status selector when posting messages. blank blank Moreover I found what seems to be the option for enabling reopening by user.. though this does not seem to have effect. blank Server InformationosTicket Versionv1.9.5.1 (1faad22)Web Server SoftwareApacheMySQL Version5.5.32PHP Version5.4.37

Chefkeks

The configuration looks correct to me.You could try to disable the "Allow Reopen" option, save everything and then re-enable the "Allow Reopen" option. Alternatively you could give it a try to create a new closed state e.g. named "closed-allow-reopen" in the list which has the "Allow reopen" option enabled, create a ticket, close the ticket with the new closed state "closed-allow-reopen" and then try it again with a response to the ticket after it got closed.

henkemail

Great, I disabled, saved and re-enabled the Allow Reopen and now it is working properly!Just one other thing, I only see "Open" and "Close" states when working with my tickets, whereas in the list in the admin area, there is also Deleted, Archived and so on.. how can I make these extra options available to the staff?Thanx again,

Chefkeks

These extra status like archived or deleted are not usable yet (as far as I know) but will be usable in the future versions of osTicket I guess.