Re: [otrs] e-mail responses from agents?

On Mon, Apr 16, 2007 at 11:53:52AM -0700, Jo Rhett wrote:

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On 4/13/07, Jo Rhett wrote:

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I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer.

Chris Watt wrote:

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Have you checked the SMTP settings in OTRS? If you go to SysConfig and type SMTP into th search field, it will bring up the SendMail module. In there you can choose either SMTP or Sndmail to send all replies. The other settings are as normal for your SMTP server if you chose to use them. Don't forget to check the box next to user name and password if you need them to authenticate!

I'm sorry, let me be very clear. OTRS sends e-mail just fine.

The problem is that OTRS only sends e-mail to the ticket requestor if you update the ticket from the web interface. We need to allow agents to reply to/update tickets from their e-mail application.

That isn't possible with OTRS. If you are interested in that functionality, we'd be glad to develope it for you. Please write a message to sales@otrs.com to specify the details. The functionality you like to have would be a great improvement for OTRS....

Jo Rhett

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