Hi team,
I require help below.
1) Tickets created through an email should be created as events without a ticket number in OTRS and the helpdesk engineer will create a ticket for that > This is for all tickets
2) Tickets created through an email should be created as events without a ticket number in OTRS and the helpdesk engineer will create a ticket for that --> This is specific to the nonexisting customers in OTRS.
Is there any way I can achieve the above?
For example, I have registered a helpdesk email in OTRS, so when a customer sends an email to a helpdesk email it will create a ticket in OTRS
Thanks
Ticket created as Events without ticket number
Moderator: crythias
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- Znuny wizard
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Re: Ticket created as Events without ticket number
Hi,
Could you please describe your business case in details.
Could you please describe your business case in details.
Alexey Yusov
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Re: Ticket created as Events without ticket number
Hi,
We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS
Thanks
We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS
Thanks
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Re: Ticket created as Events without ticket number
Hi,
Sorry, but from what kind of event you're talking? Every incoming email creates a ticket or belongs to a ticket.
- Roy
Sorry, but from what kind of event you're talking? Every incoming email creates a ticket or belongs to a ticket.
- 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 ?
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- Znuny newbie
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Re: Ticket created as Events without ticket number
We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS
I think the above task is difficult to achieve.
But at least, Every incoming email should create an event not a ticket to a particular group (helpdesk group). And the helpdesk guy will create a ticket for all that event
Please advise
I think the above task is difficult to achieve.
But at least, Every incoming email should create an event not a ticket to a particular group (helpdesk group). And the helpdesk guy will create a ticket for all that event
Please advise
-
- Znuny wizard
- Posts: 381
- Joined: 20 Sep 2010, 16:54
- Znuny Version: OTRS 6 CE
- Real Name: Alexey Yusov
- Company: Radiant System Group s.r.o
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Re: Ticket created as Events without ticket number
Every new email creates a new ticket anyway. And event is triggered only for ticket. No ticket - no events. You should redesign your process. Your requirements are senceless.sanojs wrote: ↑27 Jan 2022, 19:16 We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS
I think the above task is difficult to achieve.
But at least, Every incoming email should create an event not a ticket to a particular group (helpdesk group). And the helpdesk guy will create a ticket for all that event
Please advise
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?