Hi,

just an out of the 2.4 Feature List : http://otrs.org/2.4/features/

On 04.12.2009, at 12:46, Stefan Sorin Nicolin wrote:

...

ist es möglich Mails (zwischen den Agenten oder welche die per CC an OTRS geschickt wurden) für den Kunden komplett unsichtbar zu machen? Der Kunde sollte diese in einem Loginbereich .../customer.pl) nicht sehen können. Alternativ vielleicht mit einem Postmaster-Filter alle Mails herausfiltern wo der Kunde nicht als Empfänger drauf stand (das halte ich aber für eher unwahrscheinlich).

Postmaster filter recognizes follow ups to internal forwarded messages Currently, all e-mail replies to forwarded articles arrive in OTRS as email-external. The problem is that the answers to these internal forwarded articles are visible for customer in the web- interface. Although it is possible to classify e-mails of an entire domain as email-internal, this only shifts the problem. Also, that would make it impossible to properly service customers in the same domain, as the customer would not be able to track tickets in the customer web-interface any more.

With this new feature, e-mail replies can be traced back, and email- internal or email-external will be set based on the original Forward-Article type.

Thanks for the answer Nils. The problem here is that the usage pattern for OTRS is somehow disrupted... Agents tend to _not_ use the forward method from within OTRS but simply use their mail client to write each other mails. They then paste the ticket number in the subject line and put the OTRS mail address in CC This way OTRS catches these mails as email-external. I tried to set all incomming mails as email-internal via a filter but this doesen't seem to work when OTRS is used in the described way. Do you know how I can set OTRS to classify all mails for a domain as email-internal? Thanks again. Stefan

Configurable event based notifications Until now, a very inflexible notification could be sent to an agents and customers, for example Agent: New Ticket or Customer: Status Change. In order to make the notification system more flexible, a complete overhaul was performed on the messaging mechanism. The new system allows messaging to agents, customers, or a dedicated email address, based on the event taking place.

With this, it is now possible to just inform the customer when the ticket has been closed. Or, for example, when a VIP customer creates a ticket, a message can be sent to a specific address. Events (i.e. TicketCreate, TicketStateUpdate, TicketPriorityUpdate, ArticleCreate), and all known message variables (i.e. ), can be used for creating triggered messages via the web interface.

Nils Leideck

-- Nils Leideck Senior Consultant nils.leideck@leidex.net

LeideX.net Nils Leideck - ITSM Greesbergstr. 11 D - 50668 Köln Altstadt-Nord

Mobile : +49 (0) 173 2733 892 Tel. : +49 (0) 221 1689 6910 FAX : +49 (0) 221 2711 285

Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 Steuernummer: 215/5102/2272, IdNr: 49 303 782 567

http://webint.cryptonode.de / a Fractal project

Stefan Sorin Nicolin / Dipl.-Inf. (FH) //SEIBERT/MEDIA/SYSTEMS -- //SEIBERT/MEDIA GmbH / Rheingau Palais Söhnleinstraße 8 / 65201 Wiesbaden GF: J.Seibert und M.Seibert / AG Wiesbaden: HRB11502 T.+49-611-20570-36 / F.+49-611-20570-70 snicolin@seibert-media.net www.seibert-media.net / http://blog.seibert-media.net -- Consulting / Design / Technologies / Systems