Our OTRS helpdesk
has been live for 1 week now and has splendidly handled over 3200 tickets plus a
few hundred I deleted form the database (eagerly waiting for the bulk
facility!)
Can anyone answer
the following:
1/ occasionally ie
not regularly enough to form a consistent pattern, tickets will reopen
themselves! In the ticket history you can see the ticket being closed and
then marked as open again. Why does this happen?
2/ is there a way to
remove queues from the custom/personal queue box in preferences. I set a queue
to receive notifications from and now I don't want them but it seems I have to
have something in there now!! Is there a way around
this?
3/ there appears to
have been a mail loop problem and there was a situation where tickets were
bouncing back and forth to a particular user. The only auto-response set is on
new tickets so I'm not sure why this happened. What I want to know is, is
there a way to suspend OTRS or at least the mail handling in order to delete the
looping mail?
Thanks guys and keep
up the good work.
Philippa
Strange