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
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