Well, that's not because of the new filters.
At the moment, I have these filters configured too, and when an agent
subimts a follow-up by mail, the customer always get replied.
Obviously, I'm talking about follow-ups (replies to existing tickets).
In case of new tickets (the agent open a new ticket by mail on behalf of the
customer), the customer can't be notified cause the ticket it's not yet
assigned to him.
Gabriele
----- Original Message -----
From: "Ignacio Sbampato" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" <[email protected]>
Sent: Monday, November 12, 2007 11:51 PM
Subject: Re: [otrs] Question about emails from agents
Thanks Gabriele. That helped!
After doing that in the PostMaster Filter, it recognize the email
addresses coming from our domain as agents, but it doesn't let the
customer knows. Is that common? Can it be done? My goal is to get some
remote agents being able to send answers through email without checking
the web interface, and customers receiving that at their mailboxes as
well. Can you help me with that?
Thanks in advance!
Gabriele D'Andrea escribió:
I configured a PostMaster Filter in order to do that:
for every mail coming from our domain, I set the headers
X-OTRS-SenderType
and X-OTRS-FollowUp-SenderType
to the value
Agent
Bye
Gabriele
----- Original Message ----- From: "Ignacio Sbampato"
<[EMAIL PROTECTED]>
To: <[email protected]>
Sent: Saturday, November 10, 2007 5:24 PM
Subject: [otrs] Question about emails from agents
Hi guys,
this is my first email to the list, and i'll really appreciate your
help. We've been using OTRS for some time for internal help desk, and i
want to know if it's possible to make the system recognize when an email
is coming from an agent, so this one doesn't has to login to the system
and that way we can answer tickets from our email client.
Is that or something similar possible with OTRS? Could you tell me why?
We tried some different setups, but any email that's sent to the email
address associated to OTRS is recognized as from the customer, no matter
which is the sender address.
Thanks in advance!
Ignacio
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