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!

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.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 <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!

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.NL Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Otrs User
Sent: zondag 6 december 2009 13:37
To: 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 <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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