Hello, I was wondering if someone could bring me up to speed on the mechanics of OTRS follow ups. Here are some of the questions I have, but couldn't find in the documentation. 1. Which message types, when replied to, are considered follow ups? (New ticket notification?, Agent composed answer? Agent composed e-mail?) 2. What should the reply to address be in these messages? Does it depend on the queue, the owner, or the system? 3. Where should the follow up e-mail (i.e. the reply) enter the system? Should it be directed to the postmaster queue by checking a POP account? Or should it be sent directly to the OTRS server so sendmail can put it in a specific directory for processing? 4. How is the follow up e-mail processed to be associated with a particular ticket, queue, or agent? 5. What should the final result of a follow up be? Is it new ticket linked to the original ticket? Or does it just show up in the ticket history? Thanks very much in advance for the help. Cheers ============================== Dan Matthews Network Administrator Coleman Professional Services ============================== -------------------------------------------------------- POTENTIAL CONFIDENTIAL INFORMATION ENCLOSED This information and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender and delete and destroy this message and its attachments. All health information MUST be protected. Any protected health information (PHI) enclosed is protected by Federal confidentiality rules (42 CFR Part 2) and/or Ohio law (O.R.C. 5122.31; O.A.C. 5122-27-09). The Federal rules and Ohio law prohibit you from making any further disclosure of this information unless further disclosure is expressly permitted by the written consent of the person to whom it pertains or is otherwise permitted by 42 CFR Part 2 and applicable Ohio law. A general authorization for the release of medical or other information is not sufficient for this purpose. The Federal rules restrict any use of the information to criminally investigate or prosecute any alcohol or drug abuse patient.