Hi Diego, On Wed, Dec 18, 2002 at 02:50:15PM -0300, Diego Fernandez wrote:
> > > Is it possible to receive requests directly by mail? > > > I don't know how. > > > > Ahh! You mean directly via SMTP? > > > > Yes, if you write an email to [EMAIL PROTECTED] (of course this > > machine/MTA needs to be configured ...). > > And For example, > a customer store a Request via web to this queue: Servicios Gestionados > ([EMAIL PROTECTED]) that I have in my system. A new Ticket is > generated and sent an autoreply to the customer with the ticket number. > An Agent answers this request via web, and sends the mail to the customer. > Can that Customer reply to that answer via mail(The mail address will be > [EMAIL PROTECTED])?, Yes. This is a normal job. The customer can use the web interface or/and the email interface. > and can that message, by the ticket number, be atached to the customer > Ticket as if it where stored by the Customer web frontend? The whole communication of one ticket (customer <-> otrs <-> agent) will be stored and shown in the AgentZoom (if you want to see the detail view (incl. agent notifications, ...) use AgentHistory). The used interface (web or email) is unimportant. > Thanks. > Diego. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
