Hi, On Tue, Feb 13, 2007 at 02:49:21PM -0500, Dan Mahoney, System Admin wrote: >I am using OTRS 2.0.4, and having a problem that I've asked on otrs-users >about and gotten no answer. > >Basically, when I move a ticket to a different queue, the "main" ticket >becomes something like > >*** THIS IS JUST A NOTE *** > >The queue of your ticket "2007020510000018" has been changed by >"Dan Mahoney" to "TechSupport::Feature Requests". > >http://prime.gushi.org/otrs/customer.pl?Action=CustomerZoom&TicketID=385 > >Your OTRS Notification Master > >*** THIS IS JUST A NOTE *** > >And then the ORIGINAL ticket is listed as a follow-up to this. > >This is annoying because a) it breaks the scheme of replies (i.e. the note >was not a reply to the original message, NOR was the original message a >reply to this. MORE IMPORTANTLY it is annoying because it is NO LONGER >POSSIBLE to see ANY of the ticket body, just a whole bunch of NOTE texts >for all messages moved into this queue (thus having to zoom on every >ticket to find out if it's something I can act on). > >If I am doing something horribly wrong, let me know. > >If it's a bug that was fixed in 2.1, please let me know.
Sounds like your notifications are send back into the OTRS system and
not to an external customer address. Because of the ticket number in the
subject of the notifications and activated support for followup
detection, every notification is added as a new article to the
coresponding ticket.
Make sure that the notifications for customers are not send back to
OTRS, that will solve the problem. IMHO it is no bug but a configuration
problem.
>If I need to think about purchasing a paid support incident, let me know.
Ofcourse we can help you solving the issue and support you with other
questions regarding your OTRS. Please see our different support
offerings on
http://www.otrs.com
>-Dan
-- Christian
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