8 Oct
2003
8 Oct
'03
8:08 a.m.
On Tue, Oct 07, 2003 at 05:22:04PM -0500, Rob Dewhirst wrote:
Is there a flow chart or outline of a typical ticket flow?
it is intended to move tickets between queues.
So I have my single OTRS address set up to go to the RAW queue.
Once its there, what would be the standard thing to do? Move it to another queue?
you can setup multiple aliases for the otrs account and assign those email addresses to queues. Once a mail arrives in one queue you can move it to others (for example, escalate it to 2. level support, etc.) -- Regards, Wiktor Wodecki