Forward mail to system address

Colla · Post by **Colla** » 28 Mar 2014, 18:55

Hi all,

I'm trying to forward a mail from OTRS but i can't send it to one of the system address that i configured into OTRS.

Example:
My system addresses are example1@domain.com and example2@domain.com
To my queue1 is associated my address example1@domain.com, if i forward from queue1 to example2@domain.com the system report me an error ('Please insert at least one address').

Why?

My OTRS version is 3.2.11.

Thanks,
Marco.

jojo · Post by **jojo** » 30 Mar 2014, 18:03

You need to move the ticket, not forward it to the same system

KimmoJ · Post by **KimmoJ** » 31 Mar 2014, 06:56

Make sure the people in either queue has "move_into" rights for both queues checked in the permissions (agents/groups/roles) and then have them use the "change queue" link above the ticket to shift it from one queue to the other.

If the case is already in the system, it makes no sense to forward it out of the system, then immediately back into the system, and it is not possible to do. Plus, you know, the forwarded email would have a case number attached to it that already existed.

Just make sure the user(s) don't change queue and select to close the ticket. That moves the ticket but the people handling the other queue will never see it.

Colla · Post by **Colla** » 31 Mar 2014, 10:21

KimmoJ wrote:If the case is already in the system, it makes no sense to forward it out of the system, then immediately back into the system, and it is not possible to do. Plus, you know, the forwarded email would have a case number attached to it that already existed.

Thanks for the answers!

I totally agree with you that it makes no sense to forward it out of the system, then immediately back into the system, but i only try to forward out to an address that is in my outgoing system address list.

This is possible?

Thanks,
Marco.

KimmoJ · Post by **KimmoJ** » 31 Mar 2014, 12:18

I can't answer that one, hopefully someone else can. But I presume it's not possible via a normal setting, it's not something that should be allowed. I think that if an address is in OTRS, OTRS receives mail for that address, usually.

Just to make sure - you can forward to other addresses, right?

jojo · Post by **jojo** » 31 Mar 2014, 12:26

KimmoJ wrote:I think that if an address is in OTRS, OTRS receives mail for that address, usually.

yes, thats why it is not possible to send to an "own" address

Colla · Post by **Colla** » 31 Mar 2014, 12:27

Yes, I can.

The problem is only when i fw to the system outgoing addresses.

Colla · Post by **Colla** » 31 Mar 2014, 12:29

Ok, I understand that is not possible!

Thanks to all for the replies!

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Forward mail to system address

Forward mail to system address

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