Pl check comments/queries inline.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Gerald Young
Sent: 06 March 2013 PM 06:21
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
"Test is alias, so when mail comes, the agents in the alias will get the
mail"
Well, this is a problem, right off the bat. There's no ticket number yet.
OTRS will just create tickets. If the agents respond to this, they are
either going to respond to test@test.com (why? The customer sent an email,
and unless test@test.com is a proper mailing list, it's *just* a
distribution list/alias/mailing group. Replies will go directly to the
customer.)
If the agent is smart enough to remember, the agent should be replying to
customer AND otrs. Don't get me started if the agent chooses to reply to
customer AND test...
There's still no ticket number.
-à All agent will not be part of test alias. So OTRS has to send email to
agents. Once this ticket arrived to agents it has ticket id and then agent
will respond via email.
If Agent has ID, alias that is monitored by OTRS[ in to/cc],customer
email and he responds with all, the mail should be recorded to OTRS
"OTRS will update agents that ticket arrived."
Why bother? test already told them. Now they've been told twice.
àOTRS will have more agents than that are in Alias , which should get
notification.
"The agent will respond back via email to customer, [may manually add
customer emails,]"
No, the agent responds to OTRS. It's the only way you're going to track
this. OR, more properly, the agent uses the OTRS web page to reply to the
customer.
è Agent will have id of OTRS system, which is used to fetch mail . here
test@test.com
"The same response[ as it has ticket id], should be updated in OTRS."
When? If the agent responds to the email that arrives via test, it won't get
a ticket id.
è When responded it will have ticket id.
" If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]"
This would work, (CCs and BCCs will be obeyed, naturally).
On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar