Hi Gerald, Thank you for your reply..
Yes, the agent replies by replying an email or by logging into the OTRS dashboard and reply using the reply in the ticket… Is there a way to disable the CC function in the Auto Follow up when an agent replies by sending an email? The agent already receives an email notification because of the Agent Notification. The agent now gets an Agent Notification and also an auto follow up (he’s in the CC)… Kind regards, Erik From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: woensdag 14 mei 2014 18:33 To: User questions and discussions about OTRS. Subject: Re: [otrs] Double follow up notifications because Agent is in CC of Auto follow up The agent is replying via email? On Tue, May 13, 2014 at 8:35 AM, Erik van Ast <erik.van....@suzohapp.nl<mailto:erik.van....@suzohapp.nl>> wrote: Hi everyone, We have been using OTRS many years ago on an OpenSUSE system, but we have it installed on a Windows Server now. I created a new database, so everything is new without any imported history. Everything seems to work fine, but I have 1 annoying problem. When an agent replies to a notification (for a new ticket for example) and the server imports the email into the ticket, the customer gets an auto follow up like I want, but the agent also gets that email because the agent is in CC. This is something I’d rather not have, because the agent already gets an Agent Notification, so the agent now gets 2 messages. This doesn’t happen when a customer replies, in that case the agent only receives the Agent notification (Agent::FollowUp)… Can someone tell me if it’s possible to remove the Agent from the CC of the Auto response (Auto follow up)? Kind regards, Erik Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ [http://eu.suzohapp.com/img/logo/mail_suzo_small.gif] Erik van Ast SUZO-HAPP GROUP | Systems Administrator Office: +31-(0)186-643333<tel:%2B31-%280%29186-643333> | Fax: +31-(0)186-643377<tel:%2B31-%280%29186-643377> erik.van....@suzohapp.nl<mailto:erik.van....@suzohapp.nl> | www.suzohapp.nl<http://www.suzohapp.nl> NL --------------------------------------------------------------------- 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 ______________________________________________________________________ This email has been scanned by the IT101 Email Security System. For more information please visit http://www.it101.be ______________________________________________________________________
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