What about using a combination of GenericAgent and Event Based notification? * Use a GenericAgent job to move to some special queue. * Create an event based notification to send the text to the predefined address if a ticket is moved into this queue.
Yes, it would be nicer if GenericAgent would allow to be triggered by events, Yes, it would be nicer if GenericAgent could send email... But I guess this approach would be workable? -- Mike On Fri, Nov 12, 2010 at 12:22 PM, Alexander Halle <[email protected]> wrote: > 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 > > > --------------------------------------------------------------------- > 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 > --------------------------------------------------------------------- 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
