How to handle agent response to notification

[jeanmonod]

Hi all,

I have a simple case.

Our first level support, sometimes assign ticket to specific queue or to specific agent of the second level support. Those persons received a notification by email. But if the person is in holiday at that time, the outlook "Out of office" send back an email to the notification.

What happend then is that OTRS create a new ticket with the "Out of office" email instead of associating that email to the initial ticket. I supposed because the OTRS notification email doesn't contain the specific ticket id header.

Is there a way to automatically associate the notification response to the ticket? So that the agent from the first level get notified of the absence, and doesn't have to handle the wrongly created ticket.

Thanks in advance, for sharing our experience...

David

[crythias]

you might consider postmaster filter x-otrs-ignore subject out of office

[troffasky]

You could edit the notification [Agent::OwnerUpdate] to include the ticket ID in the Subject: field. That might help. I know that when we get OOO from customers they go to the correct ticket so should work for agents too.