[otrs] e-mail responses from agents?

[Jo Rhett]

 > On 4/13/07, Jo Rhett <jrhett at svcolo.com> wrote:
 >> I need the agents to be able to reply to the ticket using just e-
 >> mail.  Right now this does work, but the reply doesn't get sent to
 >> the customer.

Chris Watt wrote:
> Have you checked the SMTP settings in OTRS?  If you go to SysConfig
> and type SMTP into th search field, it will bring up the SendMail
> module.  In there you can choose either SMTP or Sndmail to send all
> replies.  The other settings are as normal for your SMTP server if you
> chose to use them.  Don't forget to check the box next to user name
> and password if you need them to authenticate!

I'm sorry, let me be very clear.  OTRS sends e-mail just fine.

The problem is that OTRS only sends e-mail to the ticket requestor if 
you update the ticket from the web interface.   We need to allow agents 
to reply to/update tickets from their e-mail application.

We have no problem with logging into the web UI for 
reassignment/closing/etc.  I just want to be able to reply to the 
customer without loading up this very heavy web ui.


-- 
Jo Rhett
senior geek
Silicon Valley Colocation