Re: [otrs] Can users (agents) work with OTRS by email?

Mon, 22 Oct 2007 05:00:27 -0700 

Oleg Polovinkin wrote:
I want to give users of my OTRS (agents) to work partially with OTRS without web 
interface. Now I have:
1. Customer writes email to [EMAIL PROTECTED] This address is used for OTRS, so new ticket created and agents informed by email about that new ticket, 
including content of customer's message.
2. Agent press "Reply" button in his mail user agent and writes answer to 
customer.
But OTRS embraces that agent's answer as CUSTOMER's message, not as agent's note or agent's answer. Can I change that behaviour? Can I configure OTRS so it'll 
treat agent's reply to notification message as an internal note?
I don't believe that is currently possible. Also you wouldn't be able to set pending reminders, close tickets, etc. 

Nils Breunese.

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