Action:
Comment:
NewTicket
Customer sent new ticket via web.
CustomerUpdate
CustomerID updated to 'helpdesk@zzz.pt'. CustomerUser updated to
'helpdesk'.
SendCustomerNotification
Sent notification to 'Helpdesk zzz '.
Forward
Forwarded to 'dmau.eo@zzz.pt, '
FollowUp
FollowUp for [2003080432000029].
AddNote
Pending Note added
StateUpdate
Old: 'open' New: 'pending reminder'
SendCustomerNotification
Sent notification to '"EO DMAU" '.
Stange, no ?
Customer ID is still helpdesk@zzz.pt, so why does the notification goes
to dmau.eo ?
Setup: we're starting now the deployment of helpdesk services, so we're
phasing things. The only available service we supply now is phonecall.
So, to otrs, there's only one customer: helpdesk.
Things that happened to this ticket:
- Helpdesk sent a email to ask for a solution to a printer problem.
- Ticket was opened, but agent found out that he needed to call the
outsourcing company responsible for the printer.
- So, he forward the ticket to a external email.
- The person at the local company, responded by email, stating that a
team will visit us this afternoon and that the problem will be fixed at
that time.
- Agent changed the ticket state to "pending".
Otrs then decided to send a email to the external person. I though it
was supposed to send it to the customer, informing him that the problem
is pending till 5pm. What's wrong in my setup ? Or is it OTRS fault :P ?
Thanks in advance for your time,
Duarte
