Short version: tell the agents not to do that. OTRS isn't intended to be a general purpose messaging system. If it's ticket-related, the sending agent should post it directly into the ticket as a comment.
> On Feb 17, 2014, at 4:26 PM, "Leah Kelly" <lke...@tenstreet.com> wrote: > > Hi all - you’ve all been so great in helping me and I really appreciate it. I > hope you can help me again! > > How can I prevent OTRS from creating duplicate tickets when one agent emails > another agent from inside OTRS? > > Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ > ticket in the receiver’s queue. > Usually they are just one number off from each other. Then when the agent > responds, the sender has > a ticket in New and one in Open (the original email). > > It would be most desirable if the ticket wouldn’t be created for the sender > agent. How can I accomplish this? > > Thank you! > Leah > --------------------------------------------------------------------- > 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
