On Wed, 14 Feb 2007, Christian Schoepplein wrote:
If it's a bug that was fixed in 2.1, please let me know.
Sounds like your notifications are send back into the OTRS system and
not to an external customer address. Because of the ticket number in the
subject of the notifications and activated support for followup
detection, every notification is added as a new article to the
coresponding ticket.
Make sure that the notifications for customers are not send back to
OTRS, that will solve the problem. IMHO it is no bug but a configuration
problem.
The problem is, these are internally generated tickets (generated by the
Email-Ticket button), so the "From"
email of the initial ticket is the same as the OTRS address. I don't even
have a choice to select the "from" address, there's only a dropdown with
queue names.
If opening a ticket on the customer's behalf, shouldn't these fields be
reversed (like they are in the phone tickets)? When I look at the ticket
in the Queue View, it appears as though OTRS started the ticket, which is
correct (sorta)...
From:
Gushi Systems Support System <[EMAIL PROTECTED]>
To:
[EMAIL PROTECTED]
Subject:
Re: [Ticket#2007021410000019] Ticket Test
Created:
02/14/2007 09:57:34
Test of internal ticket commenting, please ignore.
When I get the initial notification email, it appears to come
from [EMAIL PROTECTED] (munged in case spambots scan the list).
Hi Dan,
there is a new ticket in "TechSupport"!
Gushi Systems Support System <[EMAIL PROTECTED]> wrote:
<snip>
Test of internal ticket commenting, please ignore.
--
GushiSystems control panel : https://prime.gushi.org:8443
GushiSystems webmail address : http://webmail.gushi.org
Need more info on hosting? : http://hosting.gushi.org
This really feels "Wrong", which was why I alluded to it being a bug.
-Dan
--
If I need to think about purchasing a paid support incident, let me know.
Ofcourse we can help you solving the issue and support you with other
questions regarding your OTRS. Please see our different support
offerings on
http://www.otrs.com
Those seem to be (honestly) a bit high, I would have hoped for some sort
of per-incident option instead of a yearly thing.
-Dan
-- Christian
--
"It's like GTA, except you pay for it, and you're allowed to use the car."
-Josh, on Zipcar on-demand car-rental, 3/20/05
--------Dan Mahoney--------
Techie, Sysadmin, WebGeek
Gushi on efnet/undernet IRC
ICQ: 13735144 AIM: LarpGM
Site: http://www.gushi.org
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