DDT Error? Start from OTRS, which should be where this started? OTRS doesn't know that a person who sends an email is an agent. It assumes all emails are customers, because of security/spoofing reasons. http://forums.otrs.org/viewtopic.php?f=61&t=8221 http://forums.otrs.org/viewtopic.php?f=53&t=5312 if you want to get fancy, you can work out how postmaster filter can determine that an agent is sending an email that isn't a help request for that agent and maybe sets the follow-up state to "agent reply" of state type "open" which might set off a Notification (Event) that only sends to a customer ... http://forums.otrs.org/viewtopic.php?f=61&t=8221 On Wed, Apr 20, 2011 at 10:37 PM, Mark Shepard < mark.shepard@canoe-ventures.com> wrote:
Bump…. anyone have any thoughts on this?
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Mark Shepard *Sent:* Friday, April 15, 2011 4:48 PM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Making OTRS' 'Ticket follow up notification' smarter to avoid duplicate emails?
All –
We have an interesting scenario that is presenting itself, and am curious if anyone has any thoughts on how we can resolve it (currently running 3.0.6):
1. Agent1 (agent1@company.com) has ‘Ticket follow up notification’ set to ‘Yes’.
2. Agent1 is subscribed to the ‘Issues’ queue.
3. Agent1 creates a Phone Ticket in OTRS in the ‘Issues’ queue and submits the ticket.
4. Agent1 then creates a thread in Outlook (instead of OTRS) and Cc’s both the configured OTRS email address (otrs@company.com) as well as other stakeholders required for troubleshooting.
5. As soon as Agent1 hits send in Outlook, Agent1 immediately receives an email from OTRS indicating they have a follow up – even though *they* sent the email (since Agent1 is subscribed to the ‘Issues’ queue and has ‘Ticket follow up notification’ enabled).
6. Likewise, as soon as anyone on the thread sends a response, Agent1 gets two emails -- an email from the existing email thread as well as an email from OTRS indicating a follow-up is available.
Is there a way to configure OTRS to *not* email those subscribed to a queue if their email address is already contained in either the To or Cc fields?
Thanks,
Mark
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