Hello OTRS Team, Is there a way to forward a ticket to one (ore more) email address by changeing the queue ? I don't want to use "Forward Article". Regards, Daniel Balan
Hi Daniel, On Wed, Apr 09, 2003 at 02:07:12PM +0300, Daniel Balan wrote:
Is there a way to forward a ticket to one (ore more) email address by changeing the queue ? I don't want to use "Forward Article".
-=> I don't know what you want to do with the ticket. Forward to other email address! Is the recipient a other agent or customer? Move Ticket is used to change the queue (queue is equal with category). Forward Article is used to forward it to an external email address ( not a OTRS queue). PS: You need to be subscribed on the mailing list to post on it! .-)
Daniel Balan
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
Hello Martin, 1. I made my subscribtion :) 2. About forwarding ticket: I want to forward an ticket (not only an article) to an email address (not an OTRS member) Regards, Daniel Balan -----Original Message----- From: otrs@otrs.org otrs@otrs.org Sent: Wednesday, April 9, 2003, 7:39:58 PM, Martin Edenhofer> Hi Daniel, Martin Edenhofer> On Wed, Apr 09, 2003 at 02:07:12PM +0300, Daniel Balan wrote:
Is there a way to forward a ticket to one (ore more) email address by changeing the queue ? I don't want to use "Forward Article".
-=>> I don't know what you want to do with the ticket. Forward to other Martin Edenhofer> email address! Is the recipient a other agent or customer? Martin Edenhofer> Move Ticket is used to change the queue (queue is equal with category). Martin Edenhofer> Forward Article is used to forward it to an external email address ( Martin Edenhofer> not a OTRS queue). Martin Edenhofer> PS: You need to be subscribed on the mailing list to post on it! .-)
Daniel Balan
Martin Edenhofer> Martin Martin Edenhofer> -- Martin Edenhofer> Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ Martin Edenhofer> -- Martin Edenhofer> Old programmers never die. They just branch to a new address.
Hi Daniel, On Thu, Apr 10, 2003 at 08:58:29AM +0300, Daniel Balan wrote:
1. I made my subscribtion :)
Fine! :)
2. About forwarding ticket: I want to forward an ticket (not only an article) to an email address (not an OTRS member) Regards,
I understand. Why do you want to do this? Why not an additional OTRS account for this user?
Daniel Balan
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
2. Because the other user (users) are not in the same location as we are. There will be some access problems. And how can I make a notication to that user (users) that they get a new ticket in their queue ? (if I chose your resolution). Another question: what is: : PersonalQueue and hoe can I use it ? Regards, Daniel Balan -----Original Message----- From: Martin Edenhofer otrs@otrs.org Sent: Saturday, April 12, 2003, 3:05:28 PM, Martin Edenhofer> Hi Daniel, Martin Edenhofer> On Thu, Apr 10, 2003 at 08:58:29AM +0300, Daniel Balan wrote:
1. I made my subscribtion :)
Martin Edenhofer> Fine! :)
2. About forwarding ticket: I want to forward an ticket (not only an article) to an email address (not an OTRS member) Regards,
Martin Edenhofer> I understand. Why do you want to do this? Why not an additional OTRS Martin Edenhofer> account for this user?
Daniel Balan
Martin Edenhofer> Martin Martin Edenhofer> -- Martin Edenhofer> Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ Martin Edenhofer> -- Martin Edenhofer> "The number of Unix installations has grown to 10, with more expected." Martin Edenhofer> The Unix Programmer's Manual, 2nd Edition, June 1972 Martin Edenhofer> _______________________________________________ Martin Edenhofer> OTRS mailing list: otrs - Webpage: http://otrs.org/ Martin Edenhofer> Archive: http://lists.otrs.org/pipermail/otrs Martin Edenhofer> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Hi Daniel, On Mon, Apr 14, 2003 at 02:10:33PM +0300, Daniel Balan wrote:
2. Because the other user (users) are not in the same location as we are. There will be some access problems.
I seed two problems: a) how will the other user (not otrs user) handle (answer) the ticket without access to otrs b) there is no possibility (at the moment) to forward a whole ticket (all articles) via the web interface -=> I would install otrs on an internet accessible machine.
And how can I make a notication to that user (users) that they get a new ticket in their queue ? (if I chose your resolution).
It's a preferences setting for each agent. * Admin interface -=> Preferences * select your custom queues (selection of personal queues) * enable "New ticket notification" (notification if a new ticket is created in my personal queues) * enable "Move notification" (notification if an existing ticket is moved into my personal queues)
Another question:
what is: : PersonalQueue and hoe can I use it ?
A selection of personal queues. The agent will get notifications about this queues.
Daniel Balan
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
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