Hi Rupa,
An e-mail will become a ticket (or added to a ticket) as soon as received.
So the ticketed will be created as soon as received.
Just disable the customer reply on the raw-queue and have an email sent when moved to the other queue.
Met vriendelijke groet,
Niels L.M. van Adrichem
ITCall - Your Partner in Telecom and Contact Center Services!
[cid:image001.jpg@01CA773E.965D3910]
Tel: +31 (0) 10 707 38 98
Mob: +31 (0) 6 234 95 069
Fax: +31 (0) 10 519 08 70
E-mail: NvanAdrichem@ITCall.NLmailto:NvanAdrichem@ITCall.NL
Rodenrijseweg 70
2651 BV BERKEL & RODENRIJS
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Otrs User
Sent: maandag 7 december 2009 12:46
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Raw queue ticket generation stopping
Hi Niels
Thanks for the responce
a) Name given :-)
b) I have disabled the auto responce of RAW queue , I receive the emails which cutomers send to the otrs system in RAW queue , when I see the history , the first
Action is New ticket ,
Comment is New Ticket [2009120410000042] created (Q=Raw;P=3 normal;S=new).
I do not want this action , I have created a queue called "Active call" , i will manually browse the mails in RAW Queue and only the mails which I manually move to "Active call " queue should have ticket created and mails sent automatically to cutomers with ticket number etc..
Can you give me basic steps to achieve this , will be of great help.
Thanks in advance
Rupa
On Mon, Dec 7, 2009 at 1:36 PM, Niels van Adrichem mailto:nvanadrichem@itcall.nl> wrote:
Just a few brief tips.
a) Don't post anonymously.
b) Read the manual. An e-mail HAS to be within a ticket. Maybe you can disable the automatic response on the RAW queue, and send one when the ticket (not e-mail) is being moved.
Though I still don't think that you get the idea of the queues and the states, "Active call" is more a ticket state than a queue type.
Best of luck.
Met vriendelijke groet,
Niels L.M. van Adrichem
ITCall - Your Partner in Telecom and Contact Center Services!
[http://mail.google.com/mail/?ui=2&ik=35d76a1df3&view=att&th=12568f07dc9f4fc0...]
Tel: +31 (0) 10 707 38 98
Mob: +31 (0) 6 234 95 069
Fax: +31 (0) 10 519 08 70
E-mail: NvanAdrichem@ITCall.NLmailto:NvanAdrichem@ITCall.NL
Rodenrijseweg 70
2651 BV BERKEL & RODENRIJS
From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Otrs User
Sent: zondag 6 december 2009 13:37
To: otrs@otrs.orgmailto:otrs@otrs.org
Subject: Re: [otrs] Raw queue ticket generation stopping
Hi,
Someone can help me on this !!!!.
Thanks
On Fri, Dec 4, 2009 at 7:28 PM, Otrs User mailto:otrs.user0509@gmail.com> wrote:
Hi All
I have just installed OTRS 2.4.5 on windows machine and did basic configuration.
A ticket is generated automatically when new mail is received in RAW .Can I stop this and create a ticket only when when moved to a specifc queue (Eg Queue which i created Active calls)
Thanks
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