Double tickets when OTRS address in CC:

Moderator: crythias

Post Reply
zionlook
OTRS newbie
Posts: 41
Joined: 27 May 2014, 16:04
OTRS Version?: 3.5.5

Double tickets when OTRS address in CC:

Post by zionlook » 27 May 2014, 16:20

For example:
queue: IT-Department
queue address: support@mydomain.com

1) #Employee1 send a mail (Title: Problem) to address support@mydomain.com and add to copy (cc:) two employees (#emp2 and #emp3)
2) Ticket adds to IT-Department queue (all ok) (Title: Problem)
3) After that #emp2 (for example) reply to a #Employee1 on his mail, and address support@mydoamin.com adds to cc: (copy)
4) After in OTRS creates the second ticket (Title: Re: Problem) (it's not good)

I test it and I see that I have the situation with seconds Tickets when address support@mydomain.com in cc: (copy)

How to solve it ?

crythias
Moderator
Posts: 10109
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Double tickets when OTRS address in CC:

Post by crythias » 27 May 2014, 17:53

You can't. Tell the original customer to create a ticket then cc on the response.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

zionlook
OTRS newbie
Posts: 41
Joined: 27 May 2014, 16:04
OTRS Version?: 3.5.5

Re: Double tickets when OTRS address in CC:

Post by zionlook » 27 May 2014, 18:57

crythias wrote:You can't. Tell the original customer to create a ticket then cc on the response.
There is no any solution ? Why OTRS can't understand that it's a one mail with one TITLE and can't split it ?

crythias
Moderator
Posts: 10109
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Double tickets when OTRS address in CC:

Post by crythias » 27 May 2014, 19:01

What if the subject were "Help"? Does this mean all the tickets with "Help" are the same ticket? Does the "Help" of today equal the "Help" of 2 months ago?

Or even if Jane Doe and John Smith both sent "Printing Problems" today. Is this the same ticket? Does Jane's toner issue mean the same thing as John's out of paper?
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

Post Reply