I already have the email address set in the system addresses. The issue is probably in our setup but we can't really change it. Basically, we have a distribution group called IT Support and all of our IT people are in that distribution as well as the system address that sends directly to the OTRS (ie itrequ...@domain.com). We did it this way because we didn't want people to send directly to OTRS plus we already had people sending to IT Support long before we implemented OTRS. So now when we close out a ticket, it automatically CC's itsupp...@domain.com which includes the itrequ...@domain.com. I hope this made sense. Please let me know if you can help.
From: Nils Leideck - ITSM [mailto:nils.leid...@leidex.net] Sent: Tuesday, January 12, 2010 6:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening Hi, On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks the OTRS Systemaddress shouldn't be in CC. Just add this e-mail address to "Email Addresses" in the "System"-Column in Adminarea. Afterwards the Systemaddress won't appear in CC anymore. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover <http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der -cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235> , Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
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