Hello

I am in a phase of configuring and testing OTRS. Currently we are still running RT and it has an option to of ‘forwarding messages’. Let me explain:

When customer sends a request a ticket is generated. I am notified about this fact with email message containing all the info the customer has sent. If I reply to this email message from RT it is attached to the ticket but customer also receives a copy of it!!!

I can’t implement it in OTRS. In my opinion it is very useful feature, especially when you are not at the office or don’t want to log into the OTRS system and can respond to the client form e.g. outlook.

Has anyone got a clue how to solve it?

Best regards

Lukasz Michalski

Support Engineer

Cipher-IT Ltd