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Joerg Friedrich

5 Jun 2004 5 Jun '04

9:48 a.m.

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. -- Jörg Friedrich There are only 10 types of people: Those who understand binary and those who don't.

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Pascal Gienger

5 Jun 5 Jun

12:24 p.m.

Joerg Friedrich wrote:

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

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Robert Kehl

12:46 p.m.

On Saturday, June 05, 2004 2:24 PM Pascal Gienger wrote:

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Joerg Friedrich wrote:

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is there a feature planned to answer tickets by mail. i.e. by replying to the notification mail? this would be a nice feature.

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? This is not possible and will most probably never be, due to security considerations. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Joerg Friedrich

1:11 p.m.

Robert Kehl schrieb am Samstag, 05. Juni 2004 um 14:46:14 +0200:

On Saturday, June 05, 2004 2:24 PM Pascal Gienger wrote:

...
...
Joerg Friedrich wrote:

...
is there a feature planned to answer tickets by mail. i.e. by replying to the notification mail? this would be a nice feature.

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. -- Jörg Friedrich There are only 10 types of people: Those who understand binary and those who don't.

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Robert Kehl

1:18 p.m.

On Saturday, June 05, 2004 3:11 PM Joerg Friedrich wrote:

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

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Joerg Friedrich
Pascal Gienger
Robert Kehl