Re: [otrs] Email CC Field

13 Mar 2013


      If the ticket is new then you will need to either dispatch to queue in
which case it will go into the queue you specify, or create a
postmaster filter rule to look at the CC value and then set the
appropriate queue.

Steve


On 13 March 2013 11:49, Darshak Modi  wrote:
...
Consuder, The ticket is new only
I guess for old ticket, it will have ticket id, so it will fetch and add to
that queue only?
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Steven Carr
Sent: 13 March 2013 PM 05:20
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Email CC Field
You need to enable Ticket -> Core::PostMaster ->
PostmasterFollowUpSearchInReferences
This will check the email references to see if they match an existing ticket
and then add the email to that ticket.
Steve
On 13 March 2013 11:37, Darshak Modi  wrote:
...
If email is sent as cc, in which queue it will be  sent?
How will it be checked? ,I guess,  here Dispatch by To:  will not work.
But will Dispatch by Queue work ?
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