[otrs] Duplicate Ticket Creation

[Leah Kelly]

Hi all - you’ve all been so great in helping me and I really appreciate it. I hope you can help me again!

How can I prevent OTRS from creating duplicate tickets when one agent emails another agent from inside OTRS?

Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ ticket in the receiver’s queue.
Usually they are just one number off from each other. Then when the agent responds, the sender has
a ticket in New and one in Open (the original email).

It would be most desirable if the ticket wouldn’t be created for the sender agent. How can I accomplish this?

Thank you!
Leah
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

[Gerald Young]

don't send to the ticketing system.

[David Boyes]

Short version: tell the agents not to do that. OTRS isn't intended to be a general purpose messaging system. If it's ticket-related, the sending agent should post it directly into the ticket as a comment.

[Sander Goudswaard]

Slightly longer version: you can add a note to the ticket and specify which of the agents should be notified about that (using a list with all agents).