On Thursday 12 February 2009 16:20:57 Steven Carr wrote:
On 12/2/09 13:58, Tim Stoop wrote:
I'd like to know if I can use otrs2.2 purely from my mailclient? Can it forward incoming messages in a way that I can just reply to them in my mailclient and otrs handles the handling and all? Currently, I can only find notifications, which give a lot of extra text that I do not want when replying.
Anyone using otrs solely from their mail client (after setting up stuff in the webinterface, of course)?
This is not possible, OTRS is designed only to accept emails from customers not agents.
Steve
Hi there, I have been successful in setting up a similar setup with one major limitation. Tickets come to the OTRS system through a mail box and are NOT created with the customer interface. 1. You don't need OTRS itself to forward the incoming mails to your agents. You can setup postfix or whatever mail server you use to alias let's say support@example.com to all the agent's email addresses. This is a little harder to manage than if OTRS could do it, but is working. 2. The hard part is when replying to the original ticket. To get OTRS to recognize the reply as being part of the ticket, you'd have to mention the ticket ID somewhere in the message (preferably the Subject line). You can get the ticket ID by copy-pasting it from a notification about the new ticket, if you want a purely MUA setup. You can then send the customer an answer, as well as CCing to your OTRS incoming address in order for OTRS to pick your answer. A satback here as that due to the forwarding set in 1. you'll get a copy of your message (unless some more complex filtering is done either by your mail server or by your MUA). 3. You can set some filters in OTRS to recognize your agent's email addresses and properly set the article sender types to 'agent' and not customer. For example: Match From: john@example.com, set header X-OTRS-Followup-Sender-Type to 'agent'. Thurthermore, you can set some filters to match 'commands' in your email body and act upon those by setting headers. You can then do more complex ticket operations by emailing the otrs incoming address, like closing tickets, moving them, marking mails as internal notes, etc. If you, however, have tickets being created by the customer interface of OTRS, this might not work or would require some other workaround. Best regards! -- Blade hails you... Blessed with the Deep The Silent the Complete --Nightwish