Have you configured a POP3 account for OTRS to retrieve mails from?
You can do so in the Admin menu, [ PostMaster POP3 Account ]
Once you configure such account, every mail fetched from that address,
become a new ticket, but if a ticket number is contained in the subject, a
follow-up is added.
So you can add follow-up by simply sending an email to the address
configured in POP3 account, with ticket number in the subject.
Then you can further customize this by adding filters [ PostMaster Filter ]
, or confugring automated jobs by mean of the GenericAgent, etc.
Hope this helps
Gabriele
----- Original Message -----
From: "Rui Lopes"
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Hello,
How can I configure OTRS to let me submit a follow up to a new ticket notification? I mean, currently when we receive a notification we have to actually use OTRS to submit the follow up, isn't there a way of doing this using normal email?
Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
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