Action: Comment: NewTicket Customer sent new ticket via web.
CustomerUpdate CustomerID updated to '[EMAIL PROTECTED]'. CustomerUser updated to 'helpdesk'. SendCustomerNotification Sent notification to 'Helpdesk zzz <[EMAIL PROTECTED]>'. Forward Forwarded to '[EMAIL PROTECTED], ' FollowUp FollowUp for [2003080432000029]. AddNote Pending Note added StateUpdate Old: 'open' New: 'pending reminder' SendCustomerNotification Sent notification to '"EO DMAU" <[EMAIL PROTECTED]>'. Stange, no ? Customer ID is still [EMAIL PROTECTED], so why does the notification goes to dmau.eo ? Setup: we're starting now the deployment of helpdesk services, so we're phasing things. The only available service we supply now is phonecall. So, to otrs, there's only one customer: helpdesk. Things that happened to this ticket: - Helpdesk sent a email to ask for a solution to a printer problem. - Ticket was opened, but agent found out that he needed to call the outsourcing company responsible for the printer. - So, he forward the ticket to a external email. - The person at the local company, responded by email, stating that a team will visit us this afternoon and that the problem will be fixed at that time. - Agent changed the ticket state to "pending". Otrs then decided to send a email to the external person. I though it was supposed to send it to the customer, informing him that the problem is pending till 5pm. What's wrong in my setup ? Or is it OTRS fault :P ? Thanks in advance for your time, Duarte _______________________________________________ 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
