Search found 5 matches

Go to advanced search

by SeanLetson
24 Apr 2013, 22:01
Forum: Help
Topic: Master/Slave vs Merge
Replies: 0
Views: 134

Master/Slave vs Merge

The problem I'm having is when I create a Master ticket and add a Slave ticket under it, the slave ticket does not get closed out when the Master is closed. If I merge two tickets together the Parent ticket is listed as open in its queue, but the Child ticket is listed as Merged and is no longer vie...
by SeanLetson
15 Jun 2012, 16:34
Forum: Howtos
Topic: How to only accept tickets from customers in your database
Replies: 10
Views: 13709

Re: How to only accept tickets from customers in your databa

I'm running OTRS 3.1.4 and this workaround hasn't been written into it yet that I can find. It should be, I'm tired of having email tickets created for the sale of cheap viagra even with the spamassassin running.
by SeanLetson
14 Jun 2012, 18:08
Forum: Help
Topic: Ticket Merge Notification
Replies: 3
Views: 1352

Re: Ticket Merge Notification

Thanks, I was over thinking it. Your suggestion worked after I tweaked the system to look for the merge notification OTRS places in the child ticket as the article to forward in the notification.
by SeanLetson
12 Jun 2012, 22:44
Forum: Help
Topic: Ticket Merge Notification
Replies: 3
Views: 1352

Re: Ticket Merge Notification

Well, I've discovered that everything pertaining to ticket merging takes place in the AgentTicketMerge.pm, including the email generated and sent to the customer. The notification I created is triggered by a ticket merge but is located in a different module so the tag <OTRS_MERGE_TO_TICKET> won't wo...
by SeanLetson
12 Jun 2012, 19:08
Forum: Help
Topic: Ticket Merge Notification
Replies: 3
Views: 1352

Ticket Merge Notification

I know OTRS sends an email to the customer when a ticket is merged with both numbers (parent/child) in the email body. My problem is getting it to work inside of a notification to the owner/responsible agent. Using the same notification tag for the parent ticket that the system used in the notificat...

Go to advanced search