On 14.04.2011, at 10:44, Muhammad El-Sergani wrote:
I have a scenario here, and would like to know if there's anyway around it, and it goes like this:
• Company name == example.com • Agents are == Mike, John and Jack • Customer company == not-example.com • A customer employee files a trouble ticket, using his email account == whoever@not-example.com • Agent Mike responds from OTRS, using the system's email address == support@example.com, and leaves the office • Customer employee responds back, requesting further info or an ETA, or whatever... • Agent Mike responds back from his cell phone or whatsoever, using his own mail account mike@example.com • OTRS is clever enough to understand that all above 4 emails should be grouped under the same ticket #, as they all have the same hook, and TT # • BUT, when viewing the ticket itself, Mike's last email is of Type "Customer - email external", when it should have been "Agent - email external" Is there anyway, to configure OTRS, such that Agents replying from outside OTRS would be of type "Agent ...", instead of "Customer ..."??
No, not yet. -- Nils Leideck http://webint.cryptonode.de / a Fractal project