Hi Niels Thanks for the responce a) Name given :-) b) I have disabled the auto responce of RAW queue , I receive the emails which cutomers send to the otrs system in RAW queue , when I see the history , the first Action is New ticket , Comment is New Ticket [2009120410000042] created (Q=Raw;P=3 normal;S=new). I do not want this action , I have created a queue called "Active call" , i will manually browse the mails in RAW Queue and only the mails which I manually move to "Active call " queue should have ticket created and mails sent automatically to cutomers with ticket number etc.. Can you give me basic steps to achieve this , will be of great help. Thanks in advance Rupa On Mon, Dec 7, 2009 at 1:36 PM, Niels van Adrichem wrote:

Just a few brief tips.

a) Don’t post anonymously.

b) Read the manual. An e-mail HAS to be within a ticket. Maybe you can disable the automatic response on the RAW queue, and send one when the ticket (not e-mail) is being moved.

Though I still don’t think that you get the idea of the queues and the states, “Active call” is more a ticket state than a queue type.

Best of luck.

Met vriendelijke groet,

*Niels L.M. van Adrichem **ITCall - Your Partner in Telecom and Contact Center Services!** *

*[image: ITCalllogoSmall]***

Tel: +31 (0) 10 707 38 98 Mob: +31 (0) 6 234 95 069 Fax: +31 (0) 10 519 08 70 E-mail: NvanAdrichem@ITCall.NL

Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Otrs User *Sent:* zondag 6 december 2009 13:37 *To:* otrs@otrs.org *Subject:* Re: [otrs] Raw queue ticket generation stopping

Hi,

Someone can help me on this !!!!.

Thanks

On Fri, Dec 4, 2009 at 7:28 PM, Otrs User wrote:

Hi All

I have just installed OTRS 2.4.5 on windows machine and did basic configuration.

A ticket is generated automatically when new mail is received in RAW .Can I stop this and create a ticket only when when moved to a specifc queue (Eg Queue which i created Active calls)

Thanks

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Hi Niel Thanks for thr reply . Disaled RAW queue notification and configured "Notification (event)" for Ticketqueue update Thanks Rupa On Mon, Dec 7, 2009 at 5:40 PM, Niels van Adrichem wrote:

Hi Rupa,

An e-mail will become a ticket (or added to a ticket) as soon as received.

So the ticketed will be created as soon as received.

Just disable the customer reply on the raw-queue and have an email sent when moved to the other queue.

Met vriendelijke groet,

*Niels L.M. van Adrichem **ITCall - Your Partner in Telecom and Contact Center Services!** *

*[image: ITCalllogoSmall]***

Tel: +31 (0) 10 707 38 98 Mob: +31 (0) 6 234 95 069 Fax: +31 (0) 10 519 08 70 E-mail: NvanAdrichem@ITCall.NL

Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Otrs User *Sent:* maandag 7 december 2009 12:46 *To:* User questions and discussions about OTRS.

*Subject:* Re: [otrs] Raw queue ticket generation stopping

Hi Niels

Thanks for the responce

a) Name given :-)

b) I have disabled the auto responce of RAW queue , I receive the emails which cutomers send to the otrs system in RAW queue , when I see the history , the first

Action is New ticket ,

Comment is New Ticket [2009120410000042] created (Q=Raw;P=3 normal;S=new).

I do not want this action , I have created a queue called "Active call" , i will manually browse the mails in RAW Queue and only the mails which I manually move to "Active call " queue should have ticket created and mails sent automatically to cutomers with ticket number etc..

Can you give me basic steps to achieve this , will be of great help.

Thanks in advance

Rupa

On Mon, Dec 7, 2009 at 1:36 PM, Niels van Adrichem wrote:

Just a few brief tips.

a) Don’t post anonymously.

b) Read the manual. An e-mail HAS to be within a ticket. Maybe you can disable the automatic response on the RAW queue, and send one when the ticket (not e-mail) is being moved.

Though I still don’t think that you get the idea of the queues and the states, “Active call” is more a ticket state than a queue type.

Best of luck.

Met vriendelijke groet,

*Niels L.M. van Adrichem **ITCall - Your Partner in Telecom and Contact Center Services!** *

*[image: ITCalllogoSmall]*

Tel: +31 (0) 10 707 38 98 Mob: +31 (0) 6 234 95 069 Fax: +31 (0) 10 519 08 70 E-mail: NvanAdrichem@ITCall.NL

Rodenrijseweg 70 2651 BV BERKEL & RODENRIJS

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Otrs User *Sent:* zondag 6 december 2009 13:37 *To:* otrs@otrs.org *Subject:* Re: [otrs] Raw queue ticket generation stopping

Hi,

Someone can help me on this !!!!.

Thanks

On Fri, Dec 4, 2009 at 7:28 PM, Otrs User wrote:

Hi All

I have just installed OTRS 2.4.5 on windows machine and did basic configuration.

A ticket is generated automatically when new mail is received in RAW .Can I stop this and create a ticket only when when moved to a specifc queue (Eg Queue which i created Active calls)

Thanks

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/