Christian Schoepplein wrote:
Think about a support contract with ((otrs)), so you get help much
faster and do not have to search that long :):
I can guarantee you that this will be irrelevant. I was the maintainer
of Request back in the day (probably still am but haven't touched it in
years) and I write our own custom additions/enhancements to most
projects. I'm not a newbie.
Before I pull open the source to look around, I'm trying to get a basic
installation working properly.
I need the agents to be able to reply to the ticket using just e-
mail. Right now this does work, but the reply doesn't get sent to
the customer.
Check your mail settings of OTRS please. If you are using Windows, you
have to change the mail settings to use the SMTP module and in most
I didn't say OTRS doesn't send e-mail. It does. I said that when an
agent replies to an e-mail it does update the ticket but the reply does
not go out to the customer.
I can find no positive or negative statements about how agents update
the ticket via e-mail. But from what I can see, it appears that OTRS
expects all updates to occur within the very heavy web ui. That's not
very useful, and impossible in our environment.
So ... how can one allow an agent response submitted via e-mail to go
back out to the customer?
--
Jo Rhett
senior geek
Silicon Valley Colocation
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