Hello all,
We are now running a single OTRS instance that contains two departments who each have their own e-mail address / queues etc. Now I am wondering what the best way it to solve the following scenario:
Department A receives a ticket and determines that Department B also has to do something to solve it. In practice they would like to email the other department, however this is not allowed by OTRS. I can see why because department B would simply receive the email with the incident number and OTRS would process it back in the existing ticket from department A... (e-mailing to a system address is not allowed error).
What is the easiest way for department A to inform department B about an action they have to do without moving the ticket to their side?
Single instance two addresses
Moderator: crythias
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Re: Single instance two addresses
Hi Ralph,
Splitting the ticket (and linking) should be sufficient. After this you can move the new created ticket to a queue f department b.
But then there's no communication between the both departments. This can only be solved by using specific feature addons or custom development.
- Roy
Splitting the ticket (and linking) should be sufficient. After this you can move the new created ticket to a queue f department b.
But then there's no communication between the both departments. This can only be solved by using specific feature addons or custom development.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Single instance two addresses
Thanks Roy, I'll look into the split queue part.