Move ticket emails externally or CC

[ju88a]

Hi

I need to accomplish this: Agent moves a ticket into a queue, ticket moves into the queue and sends an email or CC the ticket to another external email address. Can anyone advise me on how I can achieve this please?

If I explain the reason behind this maybe there is a better solution. We have a different support office in another country who uses Jira, I know I can interface Jira with OTRS but thats not what I want, anyway when a ticket is moved into the support queue it emails their email set in jira and jira creates a ticket for these guys for them to address the particular problem then they eamil back to OTRS to say problem sorted and the agent working in OTRS closes said ticket.

The way I tried this was with a dummy jira agent and the notification being sent to that address of moved ticket but they cant reply to that ticket as its OTRS local email address and I dont want to change the notification email address from local.

Any help would be amazing.

Thanks
Craig

[schulmann]

You could use the button "Forward".

[ju88a]

thanks I should have put this needs to be an automated process.

[crythias]

Notification event