On Wed, 21 Feb 2007, Christian Schoepplein wrote:
On Wed, Feb 14, 2007 at 10:18:27AM -0500, Dan Mahoney, System Admin wrote:
On Wed, 14 Feb 2007, Christian Schoepplein wrote:
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.
The problem is, these are internally generated tickets (generated by the
Email-Ticket button), so the "From"
email of the initial ticket is the same as the OTRS address. I don't even
have a choice to select the "from" address, there's only a dropdown with
queue names.
Hmm, why not creating a new phone instead a email ticket?
So how does that solve the original issue? Can email tickets just not
have internal notes before the customer responds?
If opening a ticket on the customer's behalf, shouldn't these fields be
reversed (like they are in the phone tickets)? When I look at the ticket
in the Queue View, it appears as though OTRS started the ticket, which is
correct (sorta)...
If agents should be also able to create customer tickets, you can use
the AgentCanBeCustomer feature.
The potential bug I was mentioning was NOT that agents cannot create
tickets. Presumably, there are cases in which agents will want to enter a
ticket on BEHALF of a customer (such as if a customer calls on the phone).
There are other situations (such as abuse issues) where we want it to
indicate that the ticket was staff-initiated.
However, if you create an email ticket, and then you do some action that
generates an internal note BEFORE the customer responds, it supersedes the
original ticket, and the internal note is shown as coming both FROM and TO
the OTRS address (which screws any future replies from the agent).
I am SURE this is not by design. (And others have reported the same,
within minimal response, on the OTRS list).
-Dan
--
"I love you forever eternally."
-Connaian Expression
--------Dan Mahoney--------
Techie, Sysadmin, WebGeek
Gushi on efnet/undernet IRC
ICQ: 13735144 AIM: LarpGM
Site: http://www.gushi.org
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