Then activate the delete ticket job
in the generic agent and move the tickets into the delet queue....
Robin Mordasiewicz <robin@bullseye.tv> Sent by: otrs-bounces@otrs.org
01.10.2004 16:58
Please respond to "User questions
and discussions about OTRS."
To:
"User questions and discussions
about OTRS." <otrs@otrs.org>
cc:
(bcc: Sven G Lilie/swisscard)
Subject:
Re: [otrs] How do I reject a ticket
On Fri, 1 Oct 2004, Gerold Gruber wrote:
> 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.
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