On Saturday, June 05, 2004 3:11 PM
Joerg Friedrich
Robert Kehl schrieb am Samstag, 05. Juni 2004 um 14:46:14 +0200:
Most likely you want to be able to act as an agent via eMail, f.e. to reply to the customer without being logged in?
Yes. Just to have the possibility to drop a short notice to the customer and set the ticket to 'answered'.
This is not possible and will most probably never be, due to security considerations.
I don't understand what kind of security problems this feature would raise.
OTRS would then have problems authenticating a request to act on the ticket. You have to tell OTRS who you are, to let the system decide which rights you have on which queues and their tickets. To send an authenticating password in the mail is no solution, as long as we don't use techniwues like OneTime passes, or TANs. I guess, logging into the system via an encrypted https session means less work than implementing (and living!) those password systems. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388