Agent reply by email is not supported in OTRS. There's no proper way to verify the sender is really an agent (can be spoofed) and anyone who sends to a ticket is assumed to be a customer. Besides which, this can lead to out-of-OTRS communication on an issue, which means logging can't happen on the ticket.
On Mon, Jun 27, 2011 at 6:58 AM, Muhammad El-Sergani <[email protected]>wrote: > Any thoughts guys? > Has anyone noticed this issue as well? > > On Thursday, June 23, 2011, Muhammad El-Sergani <[email protected]> > wrote: > > Any thoughts Gurus? :) > > Thanks and Best Regards, > > Muhammad El-Sergani. > > > > > > On Wed, Jun 22, 2011 at 12:56 PM, Muhammad El-Sergani < > [email protected]> wrote: > > > > Dear all, > > There seems to be something wrong, when I reply to an email (from OTRS) > that one other Agent wrote before me. > > The scenario goes as this:1- Customer sends email > > > > 2- Agent replies3- I (Agent) reply back to the Agent.. my intention is to > follow up on what my colleague had just wrote earlier4- In my email, the TO > is set to the Customer (OK), and the CC is also as per the original email > (OK)... but in my email body it says the following: > > > > > > ---- Message from Customer --- > > > > From: Customer > > To: Customer > > Cc: Original CC > > Subject: Re: > > Date: 2011-06-22 08:57:00 > > > > > > Agent email body. > > When it should show the following: > > > > > > > > ---- Message from Agent --- > > > > From: Agent > > To: Customer > > Cc: Original CC > > Subject: Re: > > Date: 2011-06-22 08:57:00 > > > > > > Agent email body. > > Any help with this? > > > > > > > > Thanks and Best Regards, > > Muhammad El-Sergani. > > > > > > > > > > -- > > Thanks and Best Regards, > Muhammad El-Sergani. > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
