Hi Martin,
Can you tell me a few examples/scenarios where this feature is usable. Yes. Perhaps you find a better way to solve my task.
Anybody in my company doesn't look always to the web-frontend of otrs. But all members/agents look to incoming mails in evolution. Now we want, that otrs generate always mails to a internal support account: 1. for incoming tickets(mail and phone) 2. for outgoing mails to customer 3. and for every note of a agent. We had made a special mailaccount for incoming supportmails like support@blabla . Our mailsystem send this to all members of our company. For outgoing Mail we use support-intern@blabla and configured this in the otrs/Congig.pm by $Self->{'SendmailBcc'} = 'support-intern@blabla'; And at last i patch otrs to send mails of the action 'AddNote'. Our mailsystem send this mails to all members of my company too. To write a mail to acustomer or write a note we only use the web-frontend of otrs. All activity of otrs is now readable in our mailreader(evolution). Everybody will be always informed of the last actions without searching in otrs. In evolution we can different between readed an not readed mails. Befor i do this, some Tickets was created and closed, and nobody without the one agent was informed of the solution. Specially by phone-tickets. bye Thomas -- Thomas Kaminski kaminski@univention.de fon: +49 421 22 232-0 Entwicklung Linux for Your Business fax: +49 421 22 232-99 Univention GmbH http://www.univention.de/ mobil: +49 175 22 999 23