Sridhar Kusumba wrote:
Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. [...] Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support@xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'.
Hi, if I understand you right the agents shall use their own email client for answering tickets instead of using the OTRS web interface ? Since I have no experience with RT and have never heard of someone using OTRS in this way could you explain me the advantage ? :( You would loose the ability to use answer templates or to include FAQ entries. Further the agents would have to use the web interface in parallel for ticket actions (lock / unlock, wait, change queue), wouldn't they ? Please describe your workflow a bit more for an appropriate answer. But AFAIK you can't tell OTRS to accept certain mails as internal agents answers. I think you would have to extend the postmaster filter for such a feature. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de