Maybe with some tweaking... (leaving that to someone else more informed) but i have tested something similar. Infact, when i (should be an agent) replied to a ticket without changing ticket subject, OTRS made me the originator of the ticket..and thus when i sent responses via the web....it sent them to me as well.
Unless there is a way to lock an email_address as an agent_id ONLY, i cant see it working. _Thanks Richard --- "Peake, Jeremy" <[EMAIL PROTECTED]> wrote: > Oops, let me clarify > > I can do 1-3 fine. #4 isn't working for me. > Instead of going to the OTRS web and composing the > email there, can the agent simply reply to the > notification in order to get a response to the user > (using Outlook, not logging into the OTRS system) > > -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Richard > Mollel > Sent: Thursday, January 19, 2006 9:48 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Agent reply to ticket > notification > > OTRS can do all four.... > #3 can is achievable via compose email on the ticket > screen. Infact, i have found out that i can have > pre-composed replies and select which one to use, if > you do encounter repetitive questions. > _Thanks > > Richard > > --- "Peake, Jeremy" > <[EMAIL PROTECTED]> wrote: > > > Can OTRS do this: > > > > 1) A user sends in a ticket via email. > > > > 2) The queue agent gets a notification (via email) > with the ticket > > details > > > > 3) The agent replies to the ticket notification > with a response to the > > user > > > > 4) The OTRS server adds the agent response to the > ticket and sends it > > to the original user > > > > > > It looks like it does everything except send the > agent's response back > > to the user > > > > > > Thanks > > Jeremy P > > > _______________________________________________ > > 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 > > Support oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam > protection around http://mail.yahoo.com > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
