Hi Niels
Thanks for the responce
a) Name given :-)
b) I have disabled the auto responce of RAW queue , I receive the emails
which cutomers send to the otrs system in RAW queue , when I see the history
, the first
Action is New ticket ,
Comment is New Ticket [2009120410000042] created (Q=Raw;P=3
normal;S=new).
I do not want this action , I have created a queue called "Active call" , i
will manually browse the mails in RAW Queue and only the mails which I
manually move to "Active call " queue should have ticket created and mails
sent automatically to cutomers with ticket number etc..
Can you give me basic steps to achieve this , will be of great help.
Thanks in advance
Rupa
On Mon, Dec 7, 2009 at 1:36 PM, Niels van Adrichem
<nvanadric...@itcall.nl>wrote:
> Just a few brief tips.
>
>
>
> a) Don’t post anonymously.
>
> b) Read the manual. An e-mail HAS to be within a ticket. Maybe you
> can disable the automatic response on the RAW queue, and send one when the
> ticket (not e-mail) is being moved.
>
>
>
> Though I still don’t think that you get the idea of the queues and the
> states, “Active call” is more a ticket state than a queue type.
>
>
>
> Best of luck.
>
>
>
> Met vriendelijke groet,
>
> *Niels L.M. van Adrichem
> **ITCall - Your Partner in Telecom and Contact Center Services!** *
>
> *[image: ITCalllogoSmall]***
>
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>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Otrs User
> *Sent:* zondag 6 december 2009 13:37
> *To:* otrs@otrs.org
> *Subject:* Re: [otrs] Raw queue ticket generation stopping
>
>
>
> Hi,
>
>
>
> Someone can help me on this !!!!.
>
>
>
> Thanks
>
> On Fri, Dec 4, 2009 at 7:28 PM, Otrs User <otrs.user0...@gmail.com> wrote:
>
> Hi All
>
>
>
> I have just installed OTRS 2.4.5 on windows machine and did basic
> configuration.
>
> A ticket is generated automatically when new mail is received in RAW .Can I
> stop this and create a ticket only when when moved to a specifc queue (Eg
> Queue which i created Active calls)
>
>
>
> Thanks
>
>
>
>
>
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