Hi, > Hi all, > > I m facing a peculiar problem. When the customer sends a mail to both [EMAIL > PROTECTED] and [EMAIL PROTECTED] > And both these emails are configured as POP3 accounts in OTRS, attached to > respective queues. Then OTRS creates two duplicate tickets, one from [EMAIL > PROTECTED] and other from [EMAIL PROTECTED], into their respective queues. Is > this rite? How can we overcome this behaviour? Or rather what should agent do > in such situation while replying to such duplicate tickets.
The merge function would be a good solution. Or set a postmaster filter
that sets a queue when both email addresses are found in the mail.
--
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521
Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann
signature.asc
Description: OpenPGP digital signature
_______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
