You could set some filter on incoming e-mails, trying to enable some
features by means of pre-defined codes:
for example, a text in an agent to close ticket, and so on.
However I believe this is not a comfortable solution...
Gabriele
----- Original Message -----
From: "Oleg Polovinkin" <[EMAIL PROTECTED]>
To: <[email protected]>
Sent: Monday, October 22, 2007 12:05 PM
Subject: [otrs] Can users (agents) work with OTRS by email?
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?
--
Sincerely yours,
Oleg Polovinkin o.polovinkin<at>optima<dot>ua
Billing Dept, Optima Telecom
Dnipropetrovsk, Ukraine
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