On Wed, Feb 14, 2007 at 10:18:27AM -0500, Dan Mahoney, System Admin wrote: >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.
Hmm, why not creating a new phone instead a email ticket?
>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)...
If agents should be also able to create customer tickets, you can use
the AgentCanBeCustomer feature.
>-Dan
-- Christian
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