Hello, Faith.
I would look into the addressing issue first. OTRS should not surd emails
to itself. Cheek the addresses of the queue that are configured for
receiving emails and the address used to send emails from the queue. If
they are different, OTRS adds extra address to CC:
Regards, Anton
2008/12/6 Faith Senie
I could have sworn there was a thread recently about this, but I can't find it in the archives.
I just completed a ticket, sent email to the customer, and closed the ticket. OTRS appears to have sent an automated email to the ticketing system telling it "This ticket has been closed!" Since the subject of the email contains the ticket number, OTRS sees this email as a followup to the original ticket, and reopens the ticket. Every time I close the ticket, the action of closing the ticket generates another email telling the system the ticket is closed, which reopens the ticket yet again. I can't get it to close and stay closed. Is there some setting somewhere that controls where OTRS sends notifications like this, or whether it sends such notifications?
Thanks, Faith
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