Hi Melissa,
why use the forward action to interact with the
user?
In my opinion this action should be used in order to
"forward" a ticket to a solution group or an agent outside the
OTRS domain, when the ticket is out-of-scope.
If you use the reply functions to interact with
the user, OTRS will not create a new ticket if your
message gets a reply.
Otherwise, the only way to forward from a different
address would be to create a new queue (associated with this
new address) and move the ticket in this queue right before the forward:
but it seems to be rather clumsy, isn'it?
Ciao, d.
Hello girls, guys,
I have little question.
In my OTRS domain only agents have access to OTRS.(No users)
When I forward a ticket to the user, can I change the sender address for
another one?
(A particular queue for example). The reason is because if the user send a
reply to our OTRS address, OTRS will create a new ticket.
Thanks in advance
Melissa