Re: [otrs] Reply to an email by Agent

28 Jun 2011

      Hello Gerald,

Thanks for taking the time to answer back.
I understand the concept and see what you're talking about. But even then,
OTRS should put the correct To's and From's in the body of the new reply,
regardless who is answering who.

I hope this issue gets addressed by OTRS if possible, since we're talking
here about two agents following up on the same ticket, from within OTRS,
there is no room for fraud.

Thanks and Best Regards,
Muhammad El-Sergani.

On Mon, Jun 27, 2011 at 3:35 PM, Gerald Young  wrote:
...
Agent reply by email is not supported in OTRS. There's no proper way to
verify the sender is really an agent (can be spoofed) and anyone who sends
to a ticket is assumed to be a customer. Besides which, this can lead to
out-of-OTRS communication on an issue, which means logging can't happen on
the ticket.
On Mon, Jun 27, 2011 at 6:58 AM, Muhammad El-Sergani wrote:
...
Any thoughts guys?
Has anyone noticed this issue as well?
On Thursday, June 23, 2011, Muhammad El-Sergani 
wrote:
...
Any thoughts Gurus? :)
Thanks and Best Regards,
Muhammad El-Sergani.
On Wed, Jun 22, 2011 at 12:56 PM, Muhammad El-Sergani <
msergani@gmail.com> wrote:
Dear all,
There seems to be something wrong, when I reply to an email (from OTRS)
that one other Agent wrote before me.
The scenario goes as this:1- Customer sends email
2- Agent replies3- I (Agent) reply back to the Agent.. my intention is
to follow up on what my colleague had just wrote earlier4- In my email, the
TO is set to the Customer (OK), and the CC is also as per the original email
(OK)... but in my email body it says the following:
---- Message from Customer ---
From: Customer
To: Customer
Cc: Original CC
Subject: Re:
Date: 2011-06-22 08:57:00
Agent email body.
When it should show the following:
---- Message from Agent ---
From: Agent
To: Customer
Cc: Original CC
Subject: Re:
Date: 2011-06-22 08:57:00
Agent email body.
Any help with this?
Thanks and Best Regards,
Muhammad El-Sergani.
--
Thanks and Best Regards,
Muhammad El-Sergani.
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