Maybe you are making confusion.
Locking a ticket means assigning it to a specified agent: in this way you
are sure that only one agent can work on the ticket.
This is different from ticket states: a ticket can be in state open, closed,
new, etc., regardless if it's been locked or not.
Finally, you're concerned about customers notifications, you can
enable/disable different type of notifications on a per queue basis, in the
queue configuration
----- Original Message -----
From: "Mujtaba Karim"
Hello everybody,
Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database.
I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this.
You can do this in a postmaster filter, but the actual problem is: where
did your "priority 3" go? Ist it still available in the admin-area under
priorities?
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Message: 2
Date: Wed, 24 Oct 2007 11:30:09 +0200
From: Torsten Thau
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.
Indeed, I was missing this feature as well sometimes. But, besides the
fact that the desired functionality [*] is not implemented yet, how does
one decide in which role (agent or customer) someone replied when you
have "agents can be customers" enabled and the e-mail addresses are
identical?
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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Message: 3
Date: Wed, 24 Oct 2007 14:58:25 +0500
From: "Mujtaba Karim"