There is a small shortcoming in OTRS which we tried to get around and then uncovered a problem. We have a multitier system set up with the following queues: Incoming Support Requests (AutoRespond with New Ticket# message) Tier 1 Support Tier 2 Support Tier 3 Support Tier 4 Support Critical Support etc... Things were fine until one of the technicians asked how to input a case without notifying the customer with a case number (sometimes a customer will call in and we immediately resolve the issue but just want to log it without sending additional emails, it happens)... After a little thinking, I did this... Added a differently named, but same email address entry to Email Addresses and assigned it to Tier 1. Now when entering a phone view we can use that address and the case is entered without the Incoming Email AutoRespond kicking in becasue it immediately drops into Tier1. So now we have: Enter Case Manual "support@indysoft.com" mapping to Tier 1 Support IndySoft Support "support@indysoft.com" mapping to Incoming Email Well that was all fine and good then today things went whacky. I'm not sure how the code works so I'll present my findings and hopefully somebody can tell me why this is happening. When a customer (bill@whatever.com) has a case in Tier 1 then the POP3 for support is checked and he has a new case, then his new case is immediately opened in Tier 1, not placed in the Incoming Email queue. or Somehow becasue the name of the Tier 1 address is Alpha first in a sort, it is taking precendence in mapping of incoming emails. Does any of this make sense? I've tried changing the name of the Tier 1 address to reorder them to see what happens. Will find out when a new case rolls in. CT
Hi Charles, On Thu, Apr 10, 2003 at 03:25:34PM -0400, Charles R. Rusty Thompson wrote:
There is a small shortcoming in OTRS which we tried to get around and then uncovered a problem.
We have a multitier system set up with the following queues:
Incoming Support Requests (AutoRespond with New Ticket# message) Tier 1 Support Tier 2 Support Tier 3 Support Tier 4 Support Critical Support etc...
Things were fine until one of the technicians asked how to input a case without notifying the customer with a case number (sometimes a customer will call in and we immediately resolve the issue but just want to log it without sending additional emails, it happens)...
After a little thinking, I did this...
Added a differently named, but same email address entry to Email Addresses and assigned it to Tier 1. Now when entering a phone view we can use that address and the case is entered without the Incoming Email AutoRespond kicking in becasue it immediately drops into Tier1. So now we have:
Enter Case Manual "support@indysoft.com" mapping to Tier 1 Support IndySoft Support "support@indysoft.com" mapping to Incoming Email
Well that was all fine and good then today things went whacky. I'm not sure how the code works so I'll present my findings and hopefully somebody can tell me why this is happening.
When a customer (bill@whatever.com) has a case in Tier 1 then the POP3 for support is checked and he has a new case, then his new case is immediately opened in Tier 1, not placed in the Incoming Email queue.
or
Somehow becasue the name of the Tier 1 address is Alpha first in a sort, it is taking precendence in mapping of incoming emails.
Does any of this make sense? I've tried changing the name of the Tier 1 address to reorder them to see what happens. Will find out when a new case rolls in.
a) I think in case a new ticket is created (e. g. via phone with closed state type) then no 'auto reply' (New ticket created...) should be sent to the customer (it's useless). So I added this check if a new ticket is closed on creating and if it's so, send no 'auto reply'. -=> So you can set your "Enter Case Manual - support@indysoft.com" to invalid and your problem is solved. b) The OTRS-PostMaster will check all system addresses (1-x). If the first and the second is matching the the last one will win. The order of the check is 'first created system address'-'latest created system address'. If you use PostMasterPOP3.pl and you set 'Dispatching: Dispatching by selected Queue' (Admin Interface) then it should work anyway.
CT
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
participants (2)
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Charles R. "Rusty" Thompson -
Martin Edenhofer