Chris Ridd wrote:
We're looking at using OTRS to handle our support call tracking. It looks great so far, and is much faster than RT3 ;-)
So what normally happens here is that someone emails support@isode.com, and I can set up OTRS to spot these messages, create a call and send an auto response.
Now when someone internal responds to a call, they email the customer and 'cc' support@isode.com. Is there any way for OTRS to detect those responses and to set the call to an appropriate state?
Yes, this is possible. Please look at Chapter 7 "Filtering/dispatching by OTRS/PostMaster modules (for more complex dispatching)", Chapter 23 "PostMaster Filter Modules", and look at /opt/otrs/docs/X-OTRS-Headers.txt. This will give you all the information you need for detecting and acting on email. Have your agents put special keywords in the subject line of the message that can be recognized by X-OTRS-Headers and then set the state accordingly.
Folks here hate using a web interface to send email, so having a way to update the call without using the web interface would be greatly appreciated :-)
This is possible with the information I have given you but be aware that it completely blows security to hell. Any actions taken by X-OTRS-Headers will be logged as done by "root@localhost". So, you will have no agent accountability. Additionally, ANY user that specifies the keywords in the subject line of the email can manipulate the system to open, close, move tickets, etc depending on what logic you have programmed. ** To reiterate. This can be done but is NOT RECOMMENDED. ** That said, do what you like! :-) hth, Tyler Hepworth