Hi Nick, On Thu, Jan 02, 2003 at 01:19:44PM +0000, Nick Loman wrote:
> I am using OTRS which is great. :-) > I would like to use it in a slightly different way to the out-of-the-box > configuration and wonder if you have any advice on how to do it; > > When a support ticket comes in, I do a CC to all of the agents at the same > time. What I would like is if the agent could respond to the OTRS ticket > via e-mail, rather than the web interface. OTRS should then store that > response in the thread, and update any appropriate ticket parameters. > > It would also be nice if you could close tickets via e-mail. > > I like the web interface as a "repository" and archive, but would rather > not have to check it all the time as e-mail is really such a (relatively) > instant medium. > > Any tips? There is no working solution at the moment. But it sounds good to me. An agent-email-command-interface with commands like (set state, answer, get ticket overview, ...). Is it what you are looking for? > Nick. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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
