How can I reject a ticket or merge it into an existing one. Sometimes people email the system regarding currently open tickets, but the system creates a new ticket. I would like to know how I can either reject, or delete or merge the follow up into an existing ticket --
Robin Mordasiewicz wrote:
How can I reject a ticket or merge it into an existing one.
Sometimes people email the system regarding currently open tickets, but the system creates a new ticket.
I would like to know how I can either reject, or delete or merge the follow up into an existing ticket What about the link function? We enter a link in such cases and close one ticket, merging manually by adding needed infos as notes
Gerold
On Fri, 1 Oct 2004, Gerold Gruber wrote:
Robin Mordasiewicz wrote:
How can I reject a ticket or merge it into an existing one.
Sometimes people email the system regarding currently open tickets, but the system creates a new ticket.
I would like to know how I can either reject, or delete or merge the follow up into an existing ticket What about the link function? We enter a link in such cases and close one ticket, merging manually by adding needed infos as notes
the link function works when trying to merge tickets, thanks, but I still do not see a way to click a link that will reject a tickets.
Robin Mordasiewicz wrote:
On Fri, 1 Oct 2004, Gerold Gruber wrote:
Robin Mordasiewicz wrote:
How can I reject a ticket or merge it into an existing one.
Sometimes people email the system regarding currently open tickets, but the system creates a new ticket.
I would like to know how I can either reject, or delete or merge the follow up into an existing ticket
What about the link function? We enter a link in such cases and close one ticket, merging manually by adding needed infos as notes
the link function works when trying to merge tickets, thanks, but I still do not see a way to click a link that will reject a tickets.
What should "click a link that will reject a ticket" do? Simply close the ticket? After passing the mail receiving procedures (chapter 7 of the manual) where you can do filtering a ticket will be created (or the mail will be assigned to an exsiting ticket). There you perhaps could act and prevent the mail from being seen by the ticket system. So I not yet got your point what reject shall mean. Gerold
On Fri, 1 Oct 2004, Gerold Gruber wrote:
Robin Mordasiewicz wrote:
On Fri, 1 Oct 2004, Gerold Gruber wrote:
Robin Mordasiewicz wrote:
How can I reject a ticket or merge it into an existing one.
Sometimes people email the system regarding currently open tickets, but the system creates a new ticket.
I would like to know how I can either reject, or delete or merge the follow up into an existing ticket
What about the link function? We enter a link in such cases and close one ticket, merging manually by adding needed infos as notes
the link function works when trying to merge tickets, thanks, but I still do not see a way to click a link that will reject a tickets.
What should "click a link that will reject a ticket" do? Simply close the ticket? After passing the mail receiving procedures (chapter 7 of the manual) where you can do filtering a ticket will be created (or the mail will be assigned to an exsiting ticket). There you perhaps could act and prevent the mail from being seen by the ticket system. So I not yet got your point what reject shall mean.
Sorry don't mean to be such a newbie. I am just trying to wrap my head around this tickets system, and while I did read the manual and feel that the system is very well built, I just dont understand how I can disregard or remove a ticket from the system without it being "closed". Sometimes people who report the ticket do not do it properly for some reason, and I would like to be able to remove the ticket without any notification sent out. Maybe I am just seeing it the wrong way, but I have a few "open" tickets that I dont want to close becuase the user will get a notification.
Then activate the delete ticket job in the generic agent and move the
tickets into the delet queue....
Robin Mordasiewicz
Robin Mordasiewicz wrote:
On Fri, 1 Oct 2004, Gerold Gruber wrote:
Robin Mordasiewicz wrote:
How can I reject a ticket or merge it into an existing one.
Sometimes people email the system regarding currently open tickets, but the system creates a new ticket.
I would like to know how I can either reject, or delete or merge the follow up into an existing ticket
What about the link function? We enter a link in such cases and close one ticket, merging manually by adding needed infos as notes
the link function works when trying to merge tickets, thanks, but I still do not see a way to click a link that will reject a tickets.
What should "click a link that will reject a ticket" do? Simply close the ticket? After passing the mail receiving procedures (chapter 7 of the manual) where you can do filtering a ticket will be created (or the mail will be assigned to an exsiting ticket). There you perhaps could act and prevent the mail from being seen by the ticket system. So I not yet got your point what reject shall mean.
Sorry don't mean to be such a newbie. I am just trying to wrap my head around this tickets system, and while I did read the manual and feel that the system is very well built, I just dont understand how I can disregard or remove a ticket from the system without it being "closed". Sometimes people who report the ticket do not do it properly for some reason, and I would like to be able to remove the ticket without any notification sent out. Maybe I am just seeing it the wrong way, but I have a few "open" tickets that I dont want to close becuase the user will get a notification. _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
What version of the system are you using? If you are using 1.3.1 then you can set up a generic agent (through the web interface) that will delete all tickets in a particluar queue. Otherwise you will have to program the code into GenericAgent.pm Here is the code from my Agent. # -- # [name of job] -> delete all tickets in queue 'Junk' # -- 'delete' => { # get all tickets with these properties Queue => 'Junk', # new ticket properties New => { # DELETE! Delete => 1, }, }, I have a queue named "Junk". Any thing that I do not want, I just stick in this queue and it is gone within 20 minutes. It does not care about state, status, owner, etc. If it is in the junk queue, all traces of it will be removed from the system.
participants (4)
-
Gerold Gruber -
Robin Mordasiewicz -
Sven G Lilie -
Tyler Hepworth