Hello All, while looking for another issue, I found a post to this list showing how to resolve Ruslans first point
Ruslan Zakirov-2 wrote: > > Yes, it works. People can use email to reply to a ticket, but only > when they get some notification from RT or know ticket id. > Notifications are configurable and you can implement various > solutions: > > 1) When ticket is created you notify a group of people (your team) > with a template, in the template you can insert content of the > original request. In this case all people who receive such a message > can hit reply and write a message, however as they are all notified > you can end up with situations when multiple people reply to the same > request. Also, in RT all tickets have an owner, usually this is person > who is working on the ticket. Without using this field you have to > grant all staffs with right to reply to tickets and you loose track of > who is working on this or that ticket. To avoid such problems you can > use another solution described below. > It can be resolved by changing the ticket owner from nobody to the first agent answering the ticket - like described in "automatic take" (see http://www.nabble.com/automatic-take-td19312788.html http://www.nabble.com/automatic-take-td19312788.html ) Grüsse, Kai -- View this message in context: http://www.nabble.com/Agent-reply-to-customer---initiated-by-mail--tp19069049p19627575.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
