Bump.... anyone have any thoughts on this? From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Shepard Sent: Friday, April 15, 2011 4:48 PM To: User questions and discussions about OTRS. Subject: [otrs] Making OTRS' 'Ticket follow up notification' smarter to avoid duplicate emails? All - We have an interesting scenario that is presenting itself, and am curious if anyone has any thoughts on how we can resolve it (currently running 3.0.6): 1. Agent1 (agent1@company.commailto:agent1@company.com) has 'Ticket follow up notification' set to 'Yes'. 2. Agent1 is subscribed to the 'Issues' queue. 3. Agent1 creates a Phone Ticket in OTRS in the 'Issues' queue and submits the ticket. 4. Agent1 then creates a thread in Outlook (instead of OTRS) and Cc's both the configured OTRS email address (otrs@company.com)mailto:otrs@company.com) as well as other stakeholders required for troubleshooting. 5. As soon as Agent1 hits send in Outlook, Agent1 immediately receives an email from OTRS indicating they have a follow up - even though they sent the email (since Agent1 is subscribed to the 'Issues' queue and has 'Ticket follow up notification' enabled). 6. Likewise, as soon as anyone on the thread sends a response, Agent1 gets two emails -- an email from the existing email thread as well as an email from OTRS indicating a follow-up is available. Is there a way to configure OTRS to not email those subscribed to a queue if their email address is already contained in either the To or Cc fields? Thanks, Mark