Hi Diego, On Wed, Dec 18, 2002 at 02:50:15PM -0300, Diego Fernandez wrote:
Is it possible to receive requests directly by mail? I don't know how.
Ahh! You mean directly via SMTP?
Yes, if you write an email to otrs@your.host (of course this machine/MTA needs to be configured ...).
And For example, a customer store a Request via web to this queue: Servicios Gestionados (SG@helpdesk.openware.biz) that I have in my system. A new Ticket is generated and sent an autoreply to the customer with the ticket number. An Agent answers this request via web, and sends the mail to the customer. Can that Customer reply to that answer via mail(The mail address will be SG@helpdesk.openware.biz)?,
Yes. This is a normal job. The customer can use the web interface or/and the email interface.
and can that message, by the ticket number, be atached to the customer Ticket as if it where stored by the Customer web frontend?
The whole communication of one ticket (customer <-> otrs <-> agent) will be stored and shown in the AgentZoom (if you want to see the detail view (incl. agent notifications, ...) use AgentHistory). The used interface (web or email) is unimportant.
Thanks. Diego.
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier