Talk:OTRS

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Handling tickets about yourself[edit]

Is there some recommendation for OTRS volunteers, e.g. in the info-* queues, on whether to response to tickets about themselves? E.g. user writes to a queue for a "clarification" on an action by user John Doe; the very same user John Doe replies. Nemo 14:37, 29 January 2018 (UTC)

In the info queue generally it's not a problem, because the agent should know the issue well. --Ruthven (talk) 17:17, 29 January 2018 (UTC)