Issue with outgoing email templates

[xPaul]

I am currenty facing some problems with the "ticket assistant" we are using. People can send e-mails to the ticket assistant and they will be listed in the lansweeper helpdesk system. The assistant usually works fine but since a few days I am having an issue with closing tickets. If users send an e-mail to the ticket assistant a ticket will be created automatically in the helpdesk but if I want to close the ticket, the assistant always changes the state to "in progress". I already added the email of the assistant to the "ignore these sender" field but the problem still exist. I can only close tickets when I remove the ticket assistant from cc users. This problem appears at all kind of "send to user" templates. So every time the assisstant sends a template the state gets changed by the assisstant to "in progress".

[xPaul]

This was the solution for my problem:

https://www.lansweeper.com/forum/yaf_postst14887_Closed-tickets---in-progress.aspx#post50674

[Esben_D]

Hi Paul,

Correct me if i'm wrong, I think you've already asked this in this post: https://www.lansweeper.com/forum/yaf_postst16080_Email-Assistant-Helpdesk-Issue.aspx

If you have any additional information that might be able to resolve the issue, feel free to add it to that topic.