[otrs] e-mail responses from agents?

[Jo Rhett]

Christian Schoepplein wrote:
> Think about a support contract with ((otrs)), so you get help much 
> faster and do not have to search that long :):

I can guarantee you that this will be irrelevant.  I was the maintainer 
of Request back in the day (probably still am but haven't touched it in 
years) and I write our own custom additions/enhancements to most 
projects.  I'm not a newbie.

Before I pull open the source to look around, I'm trying to get a basic 
installation working properly.

>> 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.
> 
> Check your mail settings of OTRS please. If you are using Windows, you 
> have to change the mail settings to use the SMTP module and in most 

I didn't say OTRS doesn't send e-mail.  It does.  I said that when an 
agent replies to an e-mail it does update the ticket but the reply does 
not go out to the customer.

I can find no positive or negative statements about how agents update 
the ticket via e-mail.  But from what I can see, it appears that OTRS 
expects all updates to occur within the very heavy web ui.  That's not 
very useful, and impossible in our environment.

So ... how can one allow an agent response submitted via e-mail to go 
back out to the customer?

-- 
Jo Rhett
senior geek
Silicon Valley Colocation