[otrs] e-mail responses from agents?

[Nils Breunese (Lemonbit)]

Jo Rhett wrote:

> 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?

I'm afraid that is just not how OTRS is set up. OTRS needs to tracks  
the status of a ticket (queue, owner, locked, etc.), so I guess there  
is no working around the web interface.

Nils Breunese.


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