It appears possible to "Forward" the ticket by clicking a Response and changing the To: email address (and subject?) manually. At the same time, the next ticket state could be chosen closed. Otherwise, I'm not entirely certain that the ticket can be forwarded as a normal email without some development.

On Fri, Nov 12, 2010 at 6:22 AM, Alexander Halle <ahalle-otrs-en@radprax.de> wrote:
Gerald Young wrote :

Would it make sense to say "Tickets moved to this queue are assigned a watcher"?
Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate?
Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification preferences?

Hi,

none of the three above, I try to describe it better :

We get emails on our OTRS account that need to be distributed to other email accounts. These emails are just passed through and don't represent an actual ticket.

So the agents in fact route these emails to the correct adresses, because it was to error-prone to let the customers choose the right email adress. The "tickets" gets closed afterwards, because these emails aren't handled via OTRS.

Most of our emails are real tickets but those pass-through-emails happen often enough that we need a more efficent way than manually forwarding and closing them. They should be just moved to the the right forward-queue and then OTRS shall do the rest - via GenericAgent I thought.

Thanks in advance

Alexander

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and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr.
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