[otrs] Ticket interchange between queues

[Sune T. Tougaard]

Hi Jan,

I'm seeing the same thing.
I guess this is a "feature" with our current setup, so we've been trying to do "Moves" into the relevant queues instead of sending e-mails back and forth.

I've also been wanting to test if setting the Postmaster Mail Account to "not trusted" makes a difference, but I haven't made that yet.
There's also another setting on the mail account on how the mail is to be delivered, but I haven't tested that either.

-- 
/Sune T.

-----Original Message-----
From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Jan Behrend
Sent: 18. januar 2012 14:03
To: otrs at otrs.org
Subject: [otrs] Ticket interchange between queues

Hello everybody,

I have one OTRS with multiple queues:  One for our administration and one for our IT.

Now as a member of the IT helpdesk I want to create an OTRS ticket addressed to our adminsitration using their OTRS address.

What happens is that the Mail sent is taken as a follow up to the IT helpdesk.
I think OTRS finds the ticket number and puts the mail into the corresponding ticket disregarding the "To:" field of the Email header.

How can I avoid that?
If you have questions concerning my OTRS setup please ask.

Cheers Jan

--
MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum
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Auf dem Huegel 69, D-53121 Bonn
Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend at mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de
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