Hello there,

 

Maybe a dummy question, but here is the problem I have now:

 

Lets say I have one email.

 

Tickets are generated from that email.

 

The problem is that once the ticket is created, the email (in outlook) is gone.

 

Do you know if there is a parameter I can change to avoid that ?

 

I tried to use Postmaster filters and to play with this  and even if I set the X-OTRS-Ignore to “Yes” the email is still deleted (and the ticket is not created but that is normal J

 

Many thanks for any kind of response!

 

Greetings

 

Philippe

 

PS : my goal is to do a filtering for internal messages only and to keep them.

Internal messages should not be created as tickets but have to stay in Outlook.

Messages that comes from customers (=external) should be created as tickets and deleted from Outlook.

 

Philippe Martignier

Communications Division

Customer Service Section

Email : Philippe.Martignier@wipo.int

Phone : 00 41 022 338 72 36

Building : GB I

Office : 2,4