Re: [otrs] Hide messages without customer email from the Customer interface

Hi Fernando, you may want to set article type to something like "email intern". Customers will not see that - they will see an answer coming in by mail though, so I too think, splitting the ticket will be the best choice for you. Greetings Jan Dreyer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Fernando Frediani (Qube) Sent: Monday, March 07, 2011 3:19 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Hide messages without customer email from the Customer interface You mean create a new ticket ? What about when you need to forward some question the customer sent you to someone internally and has to get that logged into the ticket but don't want customer to see the internal conversation ? Fernando From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 07 March 2011 14:17 To: User questions and discussions about OTRS. Subject: Re: [otrs] Hide messages without customer email from the Customer interface I'd suggest splitting the ticket to converse with the supplier. On Mon, Mar 7, 2011 at 6:17 AM, Fernando Frediani (Qube) wrote: Hi folks I have been running OTS for years here without smoothly. Recentlly we wanted to give our customer access to the Customer interface, however faced an issue that perhaps some of you can advise about. When a ticket is opened by the customer on the course of the conversation we send emails internally tor to our suppliers for something related to the resolution of that ticket, without of course including the customer's email. If the customer logs in on the Customer interface he can see those emails. Any chance that can be hidden or filtered to only those emails which includes his email address or a group of emails from people from the same customer's company ? Thanks Regards, Fernando Frediani --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs