[dev] Is this a bug? Internal notes overwrite original message.

[Christian Schoepplein]

On Wed, Feb 14, 2007 at 10:18:27AM -0500, Dan Mahoney, System Admin wrote:
>On Wed, 14 Feb 2007, Christian Schoepplein wrote:
>
>>>If it's a bug that was fixed in 2.1, please let me know.
>>
>>Sounds like your notifications are send back into the OTRS system and
>>not to an external customer address. Because of the ticket number in the
>>subject of the notifications and activated support for followup
>>detection, every notification is added as a new article to the
>>coresponding ticket.
>>
>>Make sure that the notifications for customers are not send back to
>>OTRS, that will solve the problem. IMHO it is no bug but a configuration
>>problem.
>
>The problem is, these are internally generated tickets (generated by the 
>Email-Ticket button), so the "From" 
>email of the initial ticket is the same as the OTRS address.  I don't even 
>have a choice to select the "from" address, there's only a dropdown with 
>queue names.

Hmm, why not creating a new phone instead a email ticket?

>If opening a ticket on the customer's behalf, shouldn't these fields be 
>reversed (like they are in the phone tickets)?  When I look at the ticket 
>in the Queue View, it appears as though OTRS started the ticket, which is 
>correct (sorta)...

If agents should be also able to create customer tickets, you can use 
the AgentCanBeCustomer feature.

>-Dan

-- Christian

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