On Sunday, June 27, 2004 12:14 AM
Wes Plate
I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply.
This is by design.
Make sense?
Imho it does.
This must be possible to do, right?
Sounds like a requirement - no, sorry, it isn't.
How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message?
OTRS is designed to work as a web application. We do not recommend building a scenario to work on tickets outside the app itself, due to security considerations. Don't get me wrong - it is possible, as nothing is impossible, at least in Perl ;-) Contact sales@otrs.de if you really, really need it. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388