Hello,
Did anyone get my problem and is able to help in anyway?
Thanks
//M
On Mon, Dec 5, 2011 at 7:24 PM, Muhammad El-Sergani wrote:
> Thanks Gerald.
>
> I'm not allowing Agents to update tickets via email, so it's ok. And my
> customers are updating via email yes, not via the web interface.
Thanks Gerald.
I'm not allowing Agents to update tickets via email, so it's ok. And my
customers are updating via email yes, not via the web interface.
Question is, how do I configure OTRS to send an email to the agents (of a
certain queue) when an email is received from the customer only, and not
I generally suggest that queues should be based upon types of agents who
can handle a type of request, not whom they support. Otherwise, it gets to
be a mess.
If a customer is updating the ticket, it's usually a web request. If it is
an email, it'll also be flagged as a customer request via email.
Hi all,
Our system is queued based on customer names. So any @xyz.com would go to a
XYZ queue, and so on.
Currently we need OTRS to email a group of agents when the customer updates
the queue. We have a notification event that would do so, but the problem
is that it emails the whole team even whe
