Have two or more system addresses in OTRS 3.0.x

[jfreeman2nc]

I am working on pulling another one of our shared inbox groups into OTRS, they are two entirely different groups with different email addresses but sometimes will need to have the ability to send emails to each other. I have found that if I try to send an email/ticket to the other group I receive an error saying invalid email address. If I mark the email address of the other group as invalid, then I can send the email out. I can always CC the other group but can never send it directly to the other group. Is there any way around this, or is it impossible to send emails to groups that already setup in OTRS?

[jojo]

if both addresses will be handled in the same otrs you can not send emails to ech other (because of the Ticket# in it)

You need to use Move or Split for such a kind of action

[jfreeman2nc]

So it would be best to have a different instance of OTRS for the other mailbox in this type of situation?

[KimmoJ]

I'm trying to figure out why you'd have to send emails from OTRS to OTRS in the first place.

I think it's important to note that OTRS is ticket or issue management system, not an emailer. Email is just one way to get info in and out, but the focus is on tickets. That means that you may (should) adjust your workflow rather than trying to cling to the email the other group approach.

For instance if you have one group that does task A, another group that does task B, then someone outside OTRS mistakenly mails a ticket meant for the other group to one group, they can just go into the Move field and move the ticket to the other group inside OTRS directly and it vanishes from the wrong queue and pops up in the right one. This requires you to make sure the users or better yet the roles the users have have permission to "move into" the other queue.

If you need to create a ticket and have that handled by the other group, you could do something like creating the ticket directly into their queue using the phone ticket functionality. There, you need to make sure the agents in group A and B have the rights to "create" a ticket in the other queue; just make a phone ticket, assign it to the other queue while you create it and presto, a new ticket will appear in the other teams queue. "Phone ticket" in this case just means "ticket entered manually by an agent on behalf of someone else".