Hello Gerald, Thanks for taking the time to answer back. I understand the concept and see what you're talking about. But even then, OTRS should put the correct To's and From's in the body of the new reply, regardless who is answering who.
I hope this issue gets addressed by OTRS if possible, since we're talking here about two agents following up on the same ticket, from within OTRS, there is no room for fraud. Thanks and Best Regards, Muhammad El-Sergani. On Mon, Jun 27, 2011 at 3:35 PM, Gerald Young <[email protected]> wrote: > 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 >
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