Hi,
On an old OTRS server (on which i wasn't admin but agent), adding a note on a ticket would not cause the sender to change (becoming Agent Name)
On a new OTRS server (on which i'm admin), by default, adding a note on a ticket cause the sender to change (becoming Agent Name instead of customer mail adress)
It's a problem because i want to add a GenericAgent to automatically add notes based on the ticket subject (in order to help agents being more effective and thorough)
And i don't want all the tickets to display the same sender in queues after the GenericAgent actions, but staying equal (i.e : customer mail adress)
Despite intensive search, couldn't find the proper setting to prevent this to happen.
Any ideas ?
Thanks a lot
Adding Note change ticket sender
Moderator: crythias
Re: Adding Note change ticket sender
Hi all,
A little up to see if someone can help on this matter
A little up to see if someone can help on this matter
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Re: Adding Note change ticket sender
Hi,
I don't' think that someone can really help you. I guess(!) that the old version has a different behaviour or was customized. Without a version number and more details hard to tell.
But reach your goal to help agents being more effective and thorough I can only encourage you to work with ticket types, services and maybe dynamic fields. They are easier to handle, designed for this and much easier to use in reports.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?