On Monday, August 30, 2004 3:40 PM
Dan Matthews
1. Which message types, when replied to, are considered follow ups? (New ticket notification?, Agent composed answer? Agent composed e-mail?)
No, yes, yes.
2. What should the reply to address be in these messages? Does it depend on the queue, the owner, or the system?
Auto-replies depends on the queue the ticket is in.
3. Where should the follow up e-mail (i.e. the reply) enter the system? Should it be directed to the postmaster queue by checking a POP account? Or should it be sent directly to the OTRS server so sendmail can put it in a specific directory for processing?
A follow-up enters the system the same way other messages do.
4. How is the follow up e-mail processed to be associated with a particular ticket, queue, or agent?
Via the ticket's ID.
5. What should the final result of a follow up be? Is it new ticket linked to the original ticket? Or does it just show up in the ticket history?
The latter is true. Regards, Robert Kehl -- Reue ist Verstand, der zu spät kommt. Ernst von Feuchtersleben (1806-1849)