Znuny Open Source Ticketsystem

Thanks, there are no aliases the servicedesk@externaldomain.com is different than sd@internaldomain.com, so it must be something else

Hi, We have this external sender servicedesk@externaldomain.com sends out new ticket Emails to our internal domain SD@internaldomain.com service desk, tickets opens fine, but then our OTRS SD sends out a ticket confirmation to itself not to the external sender; it sends out an Email to: itseld SD@in...

yep was resolved using ticket recognition 1 and 2 (in combination with postmaster filters): 1- first created a dynamic field to store the external ticket number call it externnumber ticket -> Core::PostMaster 2- configure PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1 to match fo...

Hi, Anyone worked on the advanced escalations add-on in OTRS, I can't get custom event notifications to work with it no matter how much I test it, for some reason no matter what conditions I choose for notifications, as long as it is advanced escalation types selected no Emails is received though it...

thanks for the note no problem, regarding the files when I comment the lines in GenericAgent.pm I no longer receive the built in escalation notifications nor the event based ones that I created, When I un comment the lines again, I only receive the built in notification emails, maybe this is related...

testing this out seems to be working this is great

Will this like prevent the OTRS system from sending like any sort of Email notifications or just escalation Emails, I can just comment the lines for the escalation?

I wonder if its possible to completely take control of the Emails sent by OTRS for escalated tickets, No escalation Notifications (event) is setup on the system, still once a ticket is escalated inside the system at random time after it's escalated like 11 minutes an escalation Email is received, an...

Hi, A third party service desk system sends new ticket notification Email to our OTRS System which the Email includes a ticket no. in the subject, I already setup a postmaster filter to open a new ticket according to these Emails received from the third party system and assign those to a certain que...