DDT Error? Start from OTRS, which should be where this started? OTRS doesn't know that a person who sends an email is an agent. It assumes all emails are customers, because of security/spoofing reasons. http://forums.otrs.org/viewtopic.php?f=61&t=8221 http://forums.otrs.org/viewtopic.php?f=53&t=5312
if you want to get fancy, you can work out how postmaster filter can determine that an agent is sending an email that isn't a help request for that agent and maybe sets the follow-up state to "agent reply" of state type "open" which might set off a Notification (Event) that only sends to a customer ... <http://forums.otrs.org/viewtopic.php?f=61&t=8221> On Wed, Apr 20, 2011 at 10:37 PM, Mark Shepard < mark.shep...@canoe-ventures.com> wrote: > Bump…. anyone have any thoughts on this? > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *Mark Shepard > *Sent:* Friday, April 15, 2011 4:48 PM > *To:* User questions and discussions about OTRS. > *Subject:* [otrs] Making OTRS' 'Ticket follow up notification' smarter to > avoid duplicate emails? > > > > All – > > We have an interesting scenario that is presenting itself, and am curious > if anyone has any thoughts on how we can resolve it (currently running > 3.0.6): > > 1. Agent1 (age...@company.com) has ‘Ticket follow up notification’ > set to ‘Yes’. > > 2. Agent1 is subscribed to the ‘Issues’ queue. > > 3. Agent1 creates a Phone Ticket in OTRS in the ‘Issues’ queue and > submits the ticket. > > 4. Agent1 then creates a thread in Outlook (instead of OTRS) and > Cc’s both the configured OTRS email address (o...@company.com) as well as > other stakeholders required for troubleshooting. > > 5. As soon as Agent1 hits send in Outlook, Agent1 immediately > receives an email from OTRS indicating they have a follow up – even though > *they* sent the email (since Agent1 is subscribed to the ‘Issues’ queue > and has ‘Ticket follow up notification’ enabled). > > 6. Likewise, as soon as anyone on the thread sends a response, > Agent1 gets two emails -- an email from the existing email thread as well as > an email from OTRS indicating a follow-up is available. > > > > Is there a way to configure OTRS to *not* email those subscribed to a > queue if their email address is already contained in either the To or Cc > fields? > > > > Thanks, > > Mark > > > > --------------------------------------------------------------------- > 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 >
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