30 Apr
2009
30 Apr
'09
8:32 a.m.
Hello, I'm using OTRS 2.3.3 and I've enable the ticket type feature. I've set only two types: problem, request. Now, when a customer opens a ticket via web, he can set the ticket type. When a customer opens a ticket via email, OTRS sets the ticket type to "problem". With default settings OTRS categorizes all tickets as problems that of course, is incorrect. I would like to change the default behaviour and leave the ticket type field empty when OTRS receives an email. After, the operator will manually set the ticket type by reading the content of the ticket. How can I make this happen? Thank you. -- Stefano Coletta Unidata S.p.a. Via Portuense, 1555 - 00143 Roma Tel +39 06404041 Fax +39 0640404002 E-mail s.coletta@uni.it