OTRS feature

Moderator: crythias

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oscar
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Posts: 68
Joined: 04 Mar 2011, 11:02
Znuny Version: 3.0.6

OTRS feature

Post by oscar »

Can everyone tell me about what is different between of

Link and merge?
bounce and forward ?

Isn't same feature ?
fedora 5.0, OTRS 3.0.6

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crythias
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Znuny Version: 5.0.x
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Re: OTRS feature

Post by crythias »

link: sibling or parent/child relationship between two tickets
merge: two tickets now are one ticket number

bounce: (?) what context? Generally it means email didn't reach the recipient, so the "does not exist at this address" "bounces" back to the sender.
forward: same concept as email.
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oscar
Znuny newbie
Posts: 68
Joined: 04 Mar 2011, 11:02
Znuny Version: 3.0.6

Re: OTRS feature

Post by oscar »

wow, thank crythias, you are really kind people, you help me a lot


thank you and appreciate it :D
fedora 5.0, OTRS 3.0.6

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elitt
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Re: OTRS feature

Post by elitt »

I am also wondering what are the differences between 'bounce' and 'forward' actions in OTRS ticket.

Explanation :
When an agent uses the 'bounce' button in ticket zoom view, the email is not sent but the action is well logged into the history view as 'Bounced to "xxx.yyy@zzz.com" (Bounce)'.
When the same agent on the same ticket uses the 'forward' button, the email is well sent, it also appears in the article list, and the action is logged into the history as 'Forwarded to "xxx.yyy@zzz.com" (Forward)'.

1. Why the bounced email doesn't appear in article list ?
2. What are the differences in sending process for those two types on email ? Headers have different values or parameters ?


We also have troubles on notifications : none is received on our company email addresses. When I manage tests on other addresses (like gmail, hotmail or other), the notification messages are well received without any change on OTRS configuration.
I assume that the two issues are related and the bounce action manages a notification message to the address given in the bounce window.
Is it right ?
OTRS v5.0.10 on Fedora25 with posgreSQL 9.4.9 database
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