Ticket interchange between queues
Hello everybody, I have one OTRS with multiple queues: One for our administration and one for our IT. Now as a member of the IT helpdesk I want to create an OTRS ticket addressed to our adminsitration using their OTRS address. What happens is that the Mail sent is taken as a follow up to the IT helpdesk. I think OTRS finds the ticket number and puts the mail into the corresponding ticket disregarding the "To:" field of the Email header. How can I avoid that? If you have questions concerning my OTRS setup please ask. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend@mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de
Hi Jan, I'm seeing the same thing. I guess this is a "feature" with our current setup, so we've been trying to do "Moves" into the relevant queues instead of sending e-mails back and forth. I've also been wanting to test if setting the Postmaster Mail Account to "not trusted" makes a difference, but I haven't made that yet. There's also another setting on the mail account on how the mail is to be delivered, but I haven't tested that either. -- /Sune T. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan Behrend Sent: 18. januar 2012 14:03 To: otrs@otrs.org Subject: [otrs] Ticket interchange between queues Hello everybody, I have one OTRS with multiple queues: One for our administration and one for our IT. Now as a member of the IT helpdesk I want to create an OTRS ticket addressed to our adminsitration using their OTRS address. What happens is that the Mail sent is taken as a follow up to the IT helpdesk. I think OTRS finds the ticket number and puts the mail into the corresponding ticket disregarding the "To:" field of the Email header. How can I avoid that? If you have questions concerning my OTRS setup please ask. Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend@mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de --------------------------------------------------------------------- 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
Hi Jan, On 18.01.2012, at 14:02, Jan Behrend wrote:
I have one OTRS with multiple queues: One for our administration and one for our IT.
Now as a member of the IT helpdesk I want to create an OTRS ticket addressed to our adminsitration using their OTRS address.
What happens is that the Mail sent is taken as a follow up to the IT helpdesk. I think OTRS finds the ticket number and puts the mail into the corresponding ticket disregarding the "To:" field of the Email header.
How can I avoid that? If you have questions concerning my OTRS setup please ask.
As both teams work in OTRS you usually shouldn’t need to send emails. I recommend to allow agents to create tickets in the other queues and just split the relevant article. This way you keep your own ticket and you have a linked object that shows you always the state of the splitted ticket. Depending on your permissions you could also watch the other new ticket to be informed about updates. If you do not have read permissions to the new ticket, you cannot open it from the linked objects area, but you can still see the basic details like the state. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project
participants (3)
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Jan Behrend -
Nils Leideck -
Sune T. Tougaard