Joerg Friedrich
Hi, is there a feature planned to answer tickets by mail. i.e. by replying to the notification mail? this would be a nice feature.
Errr this is implemented. In your notification mail the ticket-id is part of the subject line. Just make sure that "Auto Response From" of your automatic notification is valid and anwers to this adress do reach the OTRS system. It is NOT important that each auto notification has the from-address of the queue, the system-wide-postmaster address is enough. The message just has to reach the OTRS system (via Postmaster.pl and procmail or via cron and the PostmasterPOP3.pl program). The system parses the subject line and "sees" its ticket-id and moves the message in the right queue. Attached is a mini screenshot to show the threading of the incoming ticket, the automatic generated reply and the users' answer to this notification. Pascal
