Search found 5 matches
- 24 Apr 2013, 22:01
- Forum: Help
- Topic: Master/Slave vs Merge
- Replies: 0
- Views: 831
Master/Slave vs Merge
The problem I'm having is when I create a Master ticket and add a Slave ticket under it, the slave ticket does not get closed out when the Master is closed. If I merge two tickets together the Parent ticket is listed as open in its queue, but the Child ticket is listed as Merged and is no longer vie...
- 15 Jun 2012, 16:34
- Forum: Howtos
- Topic: How to only accept tickets from customers in your database
- Replies: 12
- Views: 82070
Re: How to only accept tickets from customers in your databa
I'm running OTRS 3.1.4 and this workaround hasn't been written into it yet that I can find. It should be, I'm tired of having email tickets created for the sale of cheap viagra even with the spamassassin running.
- 14 Jun 2012, 18:08
- Forum: Help
- Topic: Ticket Merge Notification
- Replies: 3
- Views: 3412
Re: Ticket Merge Notification
Thanks, I was over thinking it. Your suggestion worked after I tweaked the system to look for the merge notification OTRS places in the child ticket as the article to forward in the notification.
- 12 Jun 2012, 22:44
- Forum: Help
- Topic: Ticket Merge Notification
- Replies: 3
- Views: 3412
Re: Ticket Merge Notification
Well, I've discovered that everything pertaining to ticket merging takes place in the AgentTicketMerge.pm, including the email generated and sent to the customer. The notification I created is triggered by a ticket merge but is located in a different module so the tag <OTRS_MERGE_TO_TICKET> won't wo...
- 12 Jun 2012, 19:08
- Forum: Help
- Topic: Ticket Merge Notification
- Replies: 3
- Views: 3412
Ticket Merge Notification
I know OTRS sends an email to the customer when a ticket is merged with both numbers (parent/child) in the email body. My problem is getting it to work inside of a notification to the owner/responsible agent. Using the same notification tag for the parent ticket that the system used in the notificat...