I already have the email address set in the system addresses.
The issue is probably in our setup but we can’t really change it.
Basically, we have a distribution group called IT Support and all of our IT
people are in that distribution as well as the system address that sends directly
to the OTRS (ie itrequest@domain.com).
We did it this way because we didn’t want people to send directly to OTRS
plus we already had people sending to IT Support long before we implemented
OTRS. So now when we close out a ticket, it automatically CC’s itsupport@domain.com which includes the itrequest@domain.com. I hope this made
sense. Please let me know if you can help.
From: Nils Leideck - ITSM
[mailto:nils.leideck@leidex.net]
Sent: Tuesday, January 12, 2010 6:47 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets ReOpening
Hi,
On 13.01.2010, at 00:37, Christopher Ross wrote:
Is
there any way to disable the reopening of tickets by email once they are
already closed? There are people at the place that I work that forget to remove
the system address from the CC when closing out a ticket and therefore it just
reopens the ticket again. I don’t want to remove the autofill CC feature
because sometimes there are 4 or 5 people in that CC list. I just need for it
to not be able to reopen via email once it is closed. Thanks
the OTRS Systemaddress shouldn't be in CC.
Just add this e-mail address to "Email Addresses"
in the "System"-Column in Adminarea. Afterwards the Systemaddress
won't appear in CC anymore.
Nils Leideck
--
Nils Leideck
Senior Consultant
http://webint.cryptonode.de / a
Fractal project
CU
@ CeBIT 2010 in Hannover, Germany and get to know more about
OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!