OTRS does not support this function, replies have to be sent using the OTRS interface. Steve Luke Michalski wrote:
Hello
I am in a phase of configuring and testing OTRS. Currently we are still running RT and it has an option to of �forwarding messages�. Let me explain:
When customer sends a request a ticket is generated. I am notified about this fact with email message containing all the info the customer has sent. If I reply to this email message from RT it is attached to the ticket but customer also receives a copy of it!!!
I can�t implement it in OTRS. In my opinion it is very useful feature, especially when you are not at the office or don�t want to log into the OTRS system and can respond to the client form e.g. outlook.
Has anyone got a clue how to solve it?
Best regards
Lukasz Michalski
Support Engineer
Cipher-IT Ltd
-- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007