On Monday, April 19, 2004 9:48 PM
Tyler Hepworth
I have Auto-Reply enabled, but I would like to set it so there is an option to not send out an email if the initial ticket is created by an agent. Currently, if the agent takes a phone call and creates a ticket, it sends out an email to the user. Generally, this is okay, but there are times when I would like to supress this behavior. Is it possible?
Not really. Use this as a workaround: Create two queues, "QueueAuto" and "QueueNoAuto" (naming is just a clarifying example). QueueAuto has an AutoResponse, QueueNoAuto hasn't. Program the GenericAgent to automagically shove all tickets from QueueAuto to QueueNoAuto - say, every 5 minutes or so. Now, the agent may shove the ticket where he wants to, it will end up in QueueNoAuto nonetheless after a few minutes. Or if he/she moves the ticket to QueueAuto manually prior the next GA run. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388