Hello ML, If someone sends an email to my otrs-system, a ticket is created (as expected). Now someone answers this ticket and sends a RE: mail to the customer. If the customer sends a replay to THIS email, no new ticket is created, only the otrs user who sent the first reply has a new message. Is it possible to tell OTRS to show these followups in the queue view for every otrs-user? -Stefan
Hi Stefan, this is a feature. The ticket is assigned to the the agent who worked on it. if you want a new ticket for every answer you will have to close every ticket. then a new one will created every time. Mario Am Mittwoch, 16. Juli 2003 12:00 schrieb Stefan Pampel:
Hello ML, If someone sends an email to my otrs-system, a ticket is created (as expected). Now someone answers this ticket and sends a RE: mail to the customer. If the customer sends a replay to THIS email, no new ticket is created, only the otrs user who sent the first reply has a new message.
Is it possible to tell OTRS to show these followups in the queue view for every otrs-user?
-Stefan
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Stefan,
you can also set the "Unlock timeout (minutes)" to 1 Minute. Then every
ticket will be unlocked after a minute.
Regards
Matthias
On 16.07.2003 17:03 Uhr, "TWC|Mario Peschel"
Hi Stefan,
this is a feature. The ticket is assigned to the the agent who worked on it. if you want a new ticket for every answer you will have to close every ticket. then a new one will created every time.
Mario
Am Mittwoch, 16. Juli 2003 12:00 schrieb Stefan Pampel:
Hello ML, If someone sends an email to my otrs-system, a ticket is created (as expected). Now someone answers this ticket and sends a RE: mail to the customer. If the customer sends a replay to THIS email, no new ticket is created, only the otrs user who sent the first reply has a new message.
Is it possible to tell OTRS to show these followups in the queue view for every otrs-user?
-Stefan
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-- Matthias Spang ----------------------------------------------- equinux Aktiengesellschaft Informationstechnologien Schäufeleinstr. 7 80687 München Tel. 089-520465-0 Fax. 089-520465-299 mailto:spang@equinux.de http://www.equinux.de
participants (3)
-
Matthias Spang -
Stefan Pampel -
TWC|Mario Peschel