Hi group. Now I've tried it a bit and it's cumbersome (or I'm doing it wrong). If I want to split out a new child ticket from the current ticket, i click "split" on the ticket (in the bottom right). This creates a new ticket but it is not linked to the original ticket. I have to manually link it to the parent ticket. This requires me to either have very good memory or write down the ticket number of the parent ticket and link it. If I close the parent ticket, the child stays open, which is confusing. If I have to reference content from the parent ticket in the child ticket, I have to copy and paste between tickets. If I want to forward a user's question to a third party it gets annoyingly difficult. Is it supposed to work this way or am I misunderstanding?
From my point of view it is easier just to hit "forward" on the ticket and type in the email of the third party. Everything is kept in the same ticket. Only problem is when the third party responds and I want to reply to that response - OTRS changes the email address to the original customer. There's no way to disable this behaviour?
-- Lars
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Monday, June 23, 2008 3:15 PM To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] replaced with database email
Hi Klaus and Niels.
Thank you for your answers. I'll try to look into linking!
-- Lars
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klaus Bruno Sent: Monday, June 23, 2008 1:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] replaced with database email
Hi Lars
We use two tickets which are linked in parent / child relation. The parent ticket is the ticket we communicate to our customers, the child is the ticket we communicate to a supplier (e.g. to get a bugfix). Doing so we have always the right to: addresses and never an answer sent to the wrong party.
regards, Bruno
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Monday, June 23, 2008 11:10 AM To: 'User questions and discussions about OTRS.org' Subject: [otrs] replaced with database email
Hi.
Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party.
When they answer and I want to answer back, I get a "To <address> replaced with database email" and the reply to the third party is directed at the customer of the ticket.
Is there any way to stop this behaviour?
-- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95
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