Is this a bug? Internal notes overwrite original message.
Hey all, 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. If I need to think about purchasing a paid support incident, let me know. -Dan -- Hate fedora with a white hot burning passion right now though ... damn thing is Linux-XP(tm) -Bill Nolan 2/24/04 --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------
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
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.
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)...
From:
Gushi Systems Support System
Test of internal ticket commenting, please ignore.
-- GushiSystems control panel : https://prime.gushi.org:8443 GushiSystems webmail address : http://webmail.gushi.org Need more info on hosting? : http://hosting.gushi.org
This really feels "Wrong", which was why I alluded to it being a bug. -Dan --
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
Those seem to be (honestly) a bit high, I would have hoped for some sort of per-incident option instead of a yearly thing.
-Dan
-- Christian
-- "It's like GTA, except you pay for it, and you're allowed to use the car." -Josh, on Zipcar on-demand car-rental, 3/20/05 --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------
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 -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: 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
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 ---------------------------
participants (2)
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Christian Schoepplein -
Dan Mahoney, System Admin