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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I've noticed this issue with my 3.0.4 install as well. Both the tickets are present in the subject line in those cases. Thanks, AJ From: xxx mailto:xwelkin@163.com> Reply-To: "User questions and discussions about OTRS." mailto:otrs@otrs.org> Date: Mon, 20 Jun 2011 23:18:21 +0800 To: "User questions and discussions about OTRS." mailto:otrs@otrs.org> Subject: [otrs] create a new ticket for reply of one ticket, not follow up Hi, I just upgrade otrs to 3.0.8 ,met a problem. Sometimes ,OTRS receives a reply mail of a ticket , OTRS doesn't follow up this reply mail to the original ticket , but create a new ticket number and generates a new ticket for this mail . please help to resolve the issue. For example: OTRS generates a new ticket Ticket#2011062010000233 ,but not put the reply mail in the thread Ticket#2011062010000573. Subject: [Ticket#2011062010000233] RE: [Ticket#2011062010000573] RE: Jimmy test external [...] Date: Mon, 20 Jun 2011 11:12:03 +0000 To: Lionj2000@hotmail.commailto:Lionj2000@hotmail.com From: noc@AAACT.commailto:noc@AAACT.com Ticket Number: 2011062010000233 Date: Monday, June 20, 2011 at 11:12:03 (CST)(GMT +0800) Dear Jimmy Lion, This is to confirm that your email inquiry has been received . A ticket has been opened with the tracking number 2011062010000233. We will send you additional updates as your ticket is processed. If you have any questions or updates on this ticket, please keep in mind that reply to this email with the TICKET NUMBER in the subject line will help AAACT more efficiently route and expedite your inquiry. Thank you very much for your inquiry and cooperation! Best regards, AAACT Network Operation Center Subject: [Ticket#2011062010000573] RE: Jimmy test external email 10 Date: Mon, 20 Jun 2011 11:05:53 +0000 To: Lionj2000@hotmail.commailto:Lionj2000@hotmail.com From: noc@AAACT.commailto:noc@AAACT.com Ticket Number: 2011062010000573 Date: Monday, June 20, 2011 at 11:05:53 (CST)(GMT +0800) Dear Jimmy Lion, ....... 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 ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

Unfortunately no. It's something that I'd like to figure out a resolution to as well. Best, AJ From: xxx mailto:xwelkin@163.com> Reply-To: "User questions and discussions about OTRS." mailto:otrs@otrs.org> Date: Tue, 21 Jun 2011 00:02:28 +0800 To: "User questions and discussions about OTRS." mailto:otrs@otrs.org> Subject: Re: [otrs] create a new ticket for reply of one ticket, not follow up AJ, do you know how to resolve this problem? Thanks At 2011-06-20，"Anant Jain" mailto:Anant.Jain@inmobi.com> wrote: I've noticed this issue with my 3.0.4 install as well. Both the tickets are present in the subject line in those cases. Thanks, AJ From: xxx mailto:xwelkin@163.com> Reply-To: "User questions and discussions about OTRS." mailto:otrs@otrs.org> Date: Mon, 20 Jun 2011 23:18:21 +0800 To: "User questions and discussions about OTRS." mailto:otrs@otrs.org> Subject: [otrs] create a new ticket for reply of one ticket, not follow up Hi, I just upgrade otrs to 3.0.8 ,met a problem. Sometimes ,OTRS receives a reply mail of a ticket , OTRS doesn't follow up this reply mail to the original ticket , but create a new ticket number and generates a new ticket for this mail . please help to resolve the issue. For example: OTRS generates a new ticket Ticket#2011062010000233 ,but not put the reply mail in the thread Ticket#2011062010000573. Subject: [Ticket#2011062010000233] RE: [Ticket#2011062010000573] RE: Jimmy test external [...] Date: Mon, 20 Jun 2011 11:12:03 +0000 To: Lionj2000@hotmail.commailto:Lionj2000@hotmail.com From: noc@AAACT.commailto:noc@AAACT.com Ticket Number: 2011062010000233 Date: Monday, June 20, 2011 at 11:12:03 (CST)(GMT +0800) Dear Jimmy Lion, This is to confirm that your email inquiry has been received . A ticket has been opened with the tracking number 2011062010000233. We will send you additional updates as your ticket is processed. If you have any questions or updates on this ticket, please keep in mind that reply to this email with the TICKET NUMBER in the subject line will help AAACT more efficiently route and expedite your inquiry. Thank you very much for your inquiry and cooperation! Best regards, AAACT Network Operation Center Subject: [Ticket#2011062010000573] RE: Jimmy test external email 10 Date: Mon, 20 Jun 2011 11:05:53 +0000 To: Lionj2000@hotmail.commailto:Lionj2000@hotmail.com From: noc@AAACT.commailto:noc@AAACT.com Ticket Number: 2011062010000573 Date: Monday, June 20, 2011 at 11:05:53 (CST)(GMT +0800) Dear Jimmy Lion, ....... 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 ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt. --------------------------------------------------------------------- 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 ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

Not always. But fairly frequently. AJ -- Sent from my BlackBerry on Airtel ----- Original Message ----- From: Nils Leideck [mailto:nils.leideck@leidex.net] Sent: Wednesday, June 22, 2011 12:46 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] create a new ticket for reply of one ticket, not follow up Dear both,

...

Sometimes ,OTRS receives a reply mail of a ticket , OTRS doesn't follow up this reply mail to the original ticket , but create a new ticket number and generates a new ticket for this mail .

For example: OTRS generates a new ticket Ticket#2011062010000233 ,but not put the reply mail in the thread Ticket#2011062010000573.

does that happen sometimes or always? -- Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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 ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

Sometimes they are closed sometimes they are not. We allow follow ups to closed tickets which then reopen. Thanks, AJ On 6/22/11 5:22 PM, "Renée Bäcker" wrote:

Is the original ticket in a "closed" state? If so, do you allow followups for closed tickets?

On 22.06.2011 04:48, Anant Jain wrote:

...

Not always. But fairly frequently.

-- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de

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________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.