Single instance two addresses

[Ralph]

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?

[root]

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

[Ralph]

Thanks Roy, I'll look into the split queue part.