Hi Melissa,
OTRS will NOT create a new ticket if the user reply to this email.
In fact, OTRS will create a follow-up article, attached to the initial
ticket.
OTRS creates new ticket when users send email with no TicketID in the
email subject.
Regards,
Gilles.
Melissa a écrit :
Hello girls, guys,
I have little question.
In my OTRS domain only agents have access to OTRS.(No users)
When I forwarded a ticket to the user, can I change the sender address
for another one?
(A particular queue for example). The reason is because if the user
send a reply to our OTRS address, OTRS will create a new ticket.
Thanks in advance
Melissa
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