Short version: tell the agents not to do that. OTRS isn't intended to be a general purpose messaging system. If it's ticket-related, the sending agent should post it directly into the ticket as a comment.

On Feb 17, 2014, at 4:26 PM, "Leah Kelly" wrote:

Hi all - you’ve all been so great in helping me and I really appreciate it. I hope you can help me again!

How can I prevent OTRS from creating duplicate tickets when one agent emails another agent from inside OTRS?

Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ ticket in the receiver’s queue. Usually they are just one number off from each other. Then when the agent responds, the sender has a ticket in New and one in Open (the original email).

It would be most desirable if the ticket wouldn’t be created for the sender agent. How can I accomplish this?

Thank you! Leah --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs