Jo Rhett wrote:
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?
I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the status of a ticket (queue, owner, locked, etc.), so I guess there is no working around the web interface.
Nils Breunese.
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