Hi Niels
 
Thanks for the responce
 
a) Name given :-)
b) I have disabled the auto responce of RAW queue , I receive the emails which cutomers send to the otrs system in RAW queue , when I see the history , the first 
     Action is  New ticket ,
     Comment is  New Ticket [2009120410000042] created (Q=Raw;P=3 normal;S=new).
    
I do not want this action , I have created a queue called "Active call" , i will manually browse the mails in RAW Queue and only the mails which I manually move to "Active call " queue should have ticket created and mails sent automatically to cutomers with ticket number etc..
Can you give me basic steps to achieve this , will be of great help.
 
Thanks in advance
Rupa

On Mon, Dec 7, 2009 at 1:36 PM, Niels van Adrichem <nvanadrichem@itcall.nl> wrote:

Just a few brief tips.

 

a)      Don’t post anonymously.

b)      Read the manual. An e-mail HAS to be within a ticket. Maybe you can disable the automatic response on the RAW queue, and send one when the ticket (not e-mail) is being moved.

 

Though I still don’t think that you get the idea of the queues and the states, “Active call” is more a ticket state than a queue type.

 

Best of luck.

 

Met vriendelijke groet,

Niels L.M. van Adrichem
ITCall - Your Partner in Telecom and Contact Center Services!

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Tel: +31 (0) 10 707 38 98
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E-mail: NvanAdrichem@ITCall.NL

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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Otrs User
Sent: zondag 6 december 2009 13:37
To: otrs@otrs.org
Subject: Re: [otrs] Raw queue ticket generation stopping

 

Hi,

 

Someone can help me on this !!!!.

 

Thanks

On Fri, Dec 4, 2009 at 7:28 PM, Otrs User <otrs.user0509@gmail.com> wrote:

Hi All

 

I have just installed OTRS 2.4.5 on windows machine and did basic configuration.

A ticket is generated automatically when new mail is received in RAW .Can I stop this and create a ticket only when when moved to a specifc queue (Eg Queue which i created Active calls)

 

Thanks

 

 


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