Gerald Young wrote :
Would it make sense to say "Tickets moved to this queue are assigned a
watcher"?
Or do you want a Notification (Event) "Ticket Moved to this Queue"
TicketQueueUpdate?
Or do you want to unlock a ticket when moved to the queue and use the
Agent "My Queues" notification preferences?
Hi,
none of the three above, I try to describe it better :
We get emails on our OTRS account that need to be distributed to other
email accounts. These emails are just passed through and don't represent
an actual ticket.
So the agents in fact route these emails to the correct adresses,
because it was to error-prone to let the customers choose the right
email adress. The "tickets" gets closed afterwards, because these emails
aren't handled via OTRS.
Most of our emails are real tickets but those pass-through-emails happen
often enough that we need a more efficent way than manually forwarding
and closing them. They should be just moved to the the right
forward-queue and then OTRS shall do the rest - via GenericAgent I thought.
Thanks in advance
Alexander
--
radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105
Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr.
Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
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