It appears possible to "Forward" the ticket by clicking a Response and changing the To: email address (and subject?) manually. At the same time, the next ticket state could be chosen closed. Otherwise, I'm not entirely certain that the ticket can be forwarded as a normal email without some development.
On Fri, Nov 12, 2010 at 6:22 AM, Alexander Halle <ahalle-otrs...@radprax.de>wrote: > Gerald Young wrote : > > Would it make sense to say "Tickets moved to this queue are assigned a >> watcher"? >> Or do you want a Notification (Event) "Ticket Moved to this Queue" >> TicketQueueUpdate? >> Or do you want to unlock a ticket when moved to the queue and use the >> Agent "My Queues" notification preferences? >> > > Hi, > > none of the three above, I try to describe it better : > > We get emails on our OTRS account that need to be distributed to other > email accounts. These emails are just passed through and don't represent an > actual ticket. > > So the agents in fact route these emails to the correct adresses, because > it was to error-prone to let the customers choose the right email adress. > The "tickets" gets closed afterwards, because these emails aren't handled > via OTRS. > > Most of our emails are real tickets but those pass-through-emails happen > often enough that we need a more efficent way than manually forwarding and > closing them. They should be just moved to the the right forward-queue and > then OTRS shall do the rest - via GenericAgent I thought. > > Thanks in advance > > Alexander > > -- > radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile > and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal > Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. > Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 > > > > --------------------------------------------------------------------- > 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 >
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