Hi, On Tue, Feb 13, 2007 at 02:49:21PM -0500, Dan Mahoney, System Admin wrote:
I am using OTRS 2.0.4, and having a problem that I've asked on otrs-users about and gotten no answer.
Basically, when I move a ticket to a different queue, the "main" ticket becomes something like
*** THIS IS JUST A NOTE ***
The queue of your ticket "2007020510000018" has been changed by "Dan Mahoney" to "TechSupport::Feature Requests".
http://prime.gushi.org/otrs/customer.pl?Action=CustomerZoom&TicketID=385
Your OTRS Notification Master
*** THIS IS JUST A NOTE ***
And then the ORIGINAL ticket is listed as a follow-up to this.
This is annoying because a) it breaks the scheme of replies (i.e. the note was not a reply to the original message, NOR was the original message a reply to this. MORE IMPORTANTLY it is annoying because it is NO LONGER POSSIBLE to see ANY of the ticket body, just a whole bunch of NOTE texts for all messages moved into this queue (thus having to zoom on every ticket to find out if it's something I can act on).
If I am doing something horribly wrong, let me know.
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.
If I need to think about purchasing a paid support incident, let me know.
Ofcourse we can help you solving the issue and support you with other questions regarding your OTRS. Please see our different support offerings on http://www.otrs.com
-Dan
-- Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 6172 681988 10 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521