14 Dec
2009
14 Dec
'09
2:17 a.m.
Dear all, Please guide me how to configure autoforward an email from customer in a queue : Example , we want the system to receive emails to otrs-help@abc.commailto:otrs-help@abc.com with queue 'OTRS HELP'. After that , the system can forward the email with ticket number on the subject to someone who related with the tickets (but not agents) So that they can reply/answer the ticket with the same ID/Number. Something likes this : (But not work) 'forward' => { Queue => 'OTRS HELP', States => ['new', 'open'], Locks => ['unlock'], New => { To => 'someone1@xyz.com, someone2@abc.com, someone3@dfg.com', }, }, Best regards, Huu Hien