Then activate the delete ticket job in the generic agent and move the
tickets into the delet queue....
Robin Mordasiewicz
Robin Mordasiewicz wrote:
On Fri, 1 Oct 2004, Gerold Gruber wrote:
Robin Mordasiewicz wrote:
How can I reject a ticket or merge it into an existing one.
Sometimes people email the system regarding currently open tickets, but the system creates a new ticket.
I would like to know how I can either reject, or delete or merge the follow up into an existing ticket
What about the link function? We enter a link in such cases and close one ticket, merging manually by adding needed infos as notes
the link function works when trying to merge tickets, thanks, but I still do not see a way to click a link that will reject a tickets.
What should "click a link that will reject a ticket" do? Simply close the ticket? After passing the mail receiving procedures (chapter 7 of the manual) where you can do filtering a ticket will be created (or the mail will be assigned to an exsiting ticket). There you perhaps could act and prevent the mail from being seen by the ticket system. So I not yet got your point what reject shall mean.
Sorry don't mean to be such a newbie. I am just trying to wrap my head around this tickets system, and while I did read the manual and feel that the system is very well built, I just dont understand how I can disregard or remove a ticket from the system without it being "closed". Sometimes people who report the ticket do not do it properly for some reason, and I would like to be able to remove the ticket without any notification sent out. Maybe I am just seeing it the wrong way, but I have a few "open" tickets that I dont want to close becuase the user will get a notification. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/