Ticket created as Events without ticket number

[sanojs]

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

[alexus]

Hi,

Could you please describe your business case in details.

[sanojs]

Hi,

We need tickets in otrs only from known customers emails and for unknown customers, emails should create as an event in OTRS

Thanks

[root]

Hi,

Sorry, but from what kind of event you're talking? Every incoming email creates a ticket or belongs to a ticket.

- Roy

[sanojs]

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

[alexus]

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

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.