Unless you have the paid add on, no. Agents should only reply via Web. On May 15, 2014 4:10 AM, "Erik van Ast" wrote:

Hi Gerald,

Thank you for your reply..

Yes, the agent replies by replying an email or by logging into the OTRS dashboard and reply using the reply in the ticket…

Is there a way to disable the CC function in the Auto Follow up when an agent replies by sending an email? The agent already receives an email notification because of the Agent Notification. The agent now gets an Agent Notification and also an auto follow up (he’s in the CC)…

Kind regards, Erik

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* woensdag 14 mei 2014 18:33 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Double follow up notifications because Agent is in CC of Auto follow up

The agent is replying via email?

On Tue, May 13, 2014 at 8:35 AM, Erik van Ast wrote:

Hi everyone,

We have been using OTRS many years ago on an OpenSUSE system, but we have it installed on a Windows Server now.

I created a new database, so everything is new without any imported history. Everything seems to work fine, but I have 1 annoying problem. When an agent replies to a notification (for a new ticket for example) and the server imports the email into the ticket, the customer gets an auto follow up like I want, but the agent also gets that email because the agent is in CC. This is something I’d rather not have, because the agent already gets an Agent Notification, so the agent now gets 2 messages. This doesn’t happen when a customer replies, in that case the agent only receives the Agent notification (Agent::FollowUp)…

Can someone tell me if it’s possible to remove the Agent from the CC of the Auto response (Auto follow up)?

Kind regards,

Erik

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________

Erik van Ast *SUZO-HAPP GROUP* | Systems Administrator *Office: *+31-(0)186-643333 | *Fax: *+31-(0)186-643377 Erik.van.Ast@suzohapp.nl | www.suzohapp.nl NL

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

______________________________________________________________________ This email has been scanned by the IT101 Email Security System. For more information please visit http://www.it101.be ______________________________________________________________________

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

http://forums.otterhub.org/viewtopic.php?f=60&t=11247 The main problem is likely that you have an autoreply on followup attached to the queue (Which is, in my opinion, just spam.) Turn it off. On Thu, May 15, 2014 at 8:50 AM, Erik van Ast wrote:

To be honest, our agents have replied to mails for many years… Most of the time we use emails to reply and sometimes we use the web interface.

As soon as an agent replies to a follow up, the Ticket number is in the subject and OTRS will import the email by fetching it from the mail server and it will import the email into the ticket without any problems. I thought this was a normal method of replying or is everyone using the web interface to communicate and not email? We are not using a paid add on, just the default OTRS 3.3.7 on a Windows Server 2012 system with Microsoft SQL Server 2008 R2 (SP1) as the database…….

Kind regards, Erik

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* donderdag 15 mei 2014 13:08

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Double follow up notifications because Agent is in CC of Auto follow up

Unless you have the paid add on, no. Agents should only reply via Web.

On May 15, 2014 4:10 AM, "Erik van Ast" wrote:

Hi Gerald,

Thank you for your reply..

Yes, the agent replies by replying an email or by logging into the OTRS dashboard and reply using the reply in the ticket…

Is there a way to disable the CC function in the Auto Follow up when an agent replies by sending an email? The agent already receives an email notification because of the Agent Notification. The agent now gets an Agent Notification and also an auto follow up (he’s in the CC)…

Kind regards, Erik

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* woensdag 14 mei 2014 18:33 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Double follow up notifications because Agent is in CC of Auto follow up

The agent is replying via email?

On Tue, May 13, 2014 at 8:35 AM, Erik van Ast wrote:

Hi everyone,

We have been using OTRS many years ago on an OpenSUSE system, but we have it installed on a Windows Server now.

I created a new database, so everything is new without any imported history. Everything seems to work fine, but I have 1 annoying problem. When an agent replies to a notification (for a new ticket for example) and the server imports the email into the ticket, the customer gets an auto follow up like I want, but the agent also gets that email because the agent is in CC. This is something I’d rather not have, because the agent already gets an Agent Notification, so the agent now gets 2 messages. This doesn’t happen when a customer replies, in that case the agent only receives the Agent notification (Agent::FollowUp)…

Can someone tell me if it’s possible to remove the Agent from the CC of the Auto response (Auto follow up)?

Kind regards,

Erik

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________

Erik van Ast *SUZO-HAPP GROUP* | Systems Administrator *Office: *+31-(0)186-643333 | *Fax: *+31-(0)186-643377 Erik.van.Ast@suzohapp.nl | www.suzohapp.nl NL

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

______________________________________________________________________ This email has been scanned by the IT101 Email Security System. For more information please visit http://www.it101.be ______________________________________________________________________

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

______________________________________________________________________ This email has been scanned by the IT101 Email Security System. For more information please visit http://www.it101.be ______________________________________________________________________

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