Send ticket existing in a queue to another by mail

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fschristoffer
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Posts: 1
Joined: 02 Jun 2017, 09:11
Znuny Version: 5.0.7

Send ticket existing in a queue to another by mail

Post by fschristoffer »

Hi,

We use OTRS for 2 departments where they don’t have access to another’s queues, the rest of the company uses normal email in outlook.

When a customer sends in a question to a@mail.com. The customer support will send the message to another part of company by mail. This person(is not in otrs and uses outlook) didn't know the answer and will to other department with b@mail.com. The issue is that the ticket number is the same when orts read from b@mail.com and will put it together with original ticket and only the department behind a@mail.com can see ticket. De people behind reading the queue from b@mail.com will never see it and a@mail.com just reads that and expecting b@mail.com answer.

I wonder if possible to force a nice ticket number or reassign queue to a queue behind b@mail.com.

Tried to search for this but didn't find anything.

/Christoffer
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