On Wed, 21 Feb 2007, Christian Schoepplein wrote:
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?
So how does that solve the original issue? Can email tickets just not have internal notes before the customer responds?
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.
The potential bug I was mentioning was NOT that agents cannot create tickets. Presumably, there are cases in which agents will want to enter a ticket on BEHALF of a customer (such as if a customer calls on the phone). There are other situations (such as abuse issues) where we want it to indicate that the ticket was staff-initiated. However, if you create an email ticket, and then you do some action that generates an internal note BEFORE the customer responds, it supersedes the original ticket, and the internal note is shown as coming both FROM and TO the OTRS address (which screws any future replies from the agent). I am SURE this is not by design. (And others have reported the same, within minimal response, on the OTRS list). -Dan -- "I love you forever eternally." -Connaian Expression --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------