On Thu, 24 Feb 2005 Volker.Lipper@de.mecglobal.com wrote:

i think the problem here ist that there shoulb be only one ticket. But one ticket could be in one Queue only. If the people aint got the right to look in the others peoples queue they wont see the problem. So you could not solve this problem inside of otrs cause the snake will always bite into its own tail.

Simplest way would be to let both groups read the tickets in the others group queue.

...or you could create two groups of users, and set them read-only for the other queue. That way they can still define it in "my queues" and the like (search past tickets, etc), but they won't be able to answer.

Li

otrs-bounces@otrs.org schrieb am 24.02.2005 16:39:14:

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That's different. You're not talking about informing them of the problem, you're talking about creating two separate tickets for the same problem. That doesn't make much sense.

----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

-----Original Message----- From: Anne-Mie Vandermeeren [mailto:AnneMie.Vandermeeren@UGent.be] Sent: Thursday, February 24, 2005 10:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] email addresses and queues

On Thu, 24 Feb 2005, Edgar Meij wrote:

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Hi Anne-Mie,

Why have two queues if the same people are supposed to be reading them? You can make agents working in B also a member of queue A, so they get notified (and respond to) new messages there.

These are not the same people, but both groups should be informed about the same problem.

Anne-Mie

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hth, Edgar

On Thu, 24 Feb 2005 14:58:54 +0100 (MET), Anne-Mie Vandermeeren wrote:

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Hi,

I have the following setup. All mail to address A@ is going to queue

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...

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A. All mail for address B@ is going to queue B.

If someone sends a mail To: A@, B@ (or even To: A@, Cc: B@) the mail

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is delivered only to one queue (e.g. queue A). I guess this is normal, since only one ticket should be created.

But, the people reading queue B don't even know about the ticket being created.

Has someone sorted this out already? Any hints?

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