Out of curiosity, are you creating tickets via API that look like "Email Tickets" by type? Article-Type email-external, perhaps?
https://otrs.github.io/doc/api/otrs/5.0/Perl/Kernel/System/Ticket/Article.pm.html On Wed, Jul 27, 2016 at 5:40 AM, Renee B <otrs.l...@perl-services.de> wrote: > This is not possible with stock OTRS, but there's a pull request... > > https://github.com/OTRS/otrs/pull/815 > > - Renée > > > Am 27.07.2016 um 11:01 schrieb Kristoffer Berdal: > >> Hello, >> >> I want to use the API to create tickets where the first article is an >> outgoing email. I would say about 90% of the tickets we create in OTRS >> manually start with an outgoing email, yet I can't seem to find a way to >> create the same type of ticket using the API. >> >> Is this possible? I recently inherited this problem, and for years our >> solution has been to create a ticket (to get a ticket number), then send >> an email externally with the ticket number in the subject and a reply-to >> email that returns the answers into OTRS. >> >> This is a hacky way of doing things, and I would much prefer to be able >> to send the email via OTRS directly. >> >> Best regards, >> >> Kristoffer Berdal >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > > > > -- > Perl / OTRS development: http://perl-services.de > OTRS AddOn repository: http://opar.perl-services.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
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