On Mon, Feb 17, 2014 at 4:26 PM, Leah Kelly <lkelly@tenstreet.com> wrote:

Hi all - you’ve all been so great in helping me and I really appreciate it. I hope you can help me again!

How can I prevent OTRS from creating duplicate tickets when one agent emails another agent from inside OTRS?

Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ ticket in the receiver’s queue.
Usually they are just one number off from each other. Then when the agent responds, the sender has
a ticket in New and one in Open (the original email).

It would be most desirable if the ticket wouldn’t be created for the sender agent. How can I accomplish this?

Thank you!
Leah
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