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 <msergani@gmail.com> wrote:
Any thoughts guys?
Has anyone noticed this issue as well?

On Thursday, June 23, 2011, Muhammad El-Sergani <msergani@gmail.com> 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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