Hi, Petar Kazakov schrieb:
I'm using a note or they are changing the owner of the thicket, to the other agent and they put the info/message in the body (Text box).
Peter
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of remi Sent: Thursday, December 21, 2006 12:38 PM To: otrs@otrs.org Subject: [otrs] Email between agents
Hi list,
I'd appreciate some advice. I'm using OTRS for a support box with a staff of 4 people. This works pretty good :-) Incoming tickets can be assigned to people etc.
Each agent currently also has their own webmail box, name@company. Since some clients send support requests to the agent directly, I thought it'd be nice to include these boxes also into OTRS (using pop3). The management of e-mail the OTRS way is easier than a box full of mail via POP3 anyway ;-) Wel, I've setup the queues etc. The mail comes into the queues and this works well.
Since all 4 agents have their mail in ORTS, and also the support box, what would be the best way to e-mail another agent? I mean a new ticket here, not a note to a customer ticket. Just as you would do when you wrote a new mail to a colleague using a mail client.
Agents used to send mail to each other at name@company, but when they do this with OTRS, this mail does not arrive in the queue of the particular agent, but is added to the ticket owned by the sending agent. (of course it is!) Since the sending agent usually creates this ticket from their own queue, they have to make sure to move the ticket to the queue of the receiver (and need permissions for that), change the owner to the name of the agent the message is for and also make sure the ticket isn't locked.
You want to send a mail from one agent to another. I think about of 2 concepts how to realize this: (a) this issue is handled with 2 tickets, each one owned by one agent (sender and recipient). (b) this issue is handled with just 1 ticket. I think (b) is better, because it's just _one_ issue. So I would suggest to keep the ownership on the sending agent, and this agent could write a note and inform the recipient agent about this note (the possibility of informing agent about notes must be enabled in Sysconfig).
Is this the way it is supposed to work, or is there an easier way to send mail to another agent?
I'm a bit confused :-)
Thanks for any help!
grtx,remi
I hope this helps, Alex