Hi,
Well, the solution is simple : the agent has to change the customer, and set the customer instead of himself. (Miscellaneous > Customer)
Regards



De: "Alvaro Cordero" <alvaro@gridshield.net>
À: "otrs" <otrs@lists.otrs.org>
Envoyé: Lundi 27 Mai 2019 17:36:56
Objet: Re: [otrs] Answering to a Customer who opened a Process Ticket

Hello, Alex, thanks for answering. 
I've already been there and all the actions are enabled. I noticed as Gerald mentioned before, if the process is requested by a customer, it can be answered, but if an agent creates the process for the customer, it cannot be used to answer to the customer. 

Knowing that, I believe I can work on an strategy with my customer to work that around. 

Best Regards.

El lun., 27 may. 2019 a las 0:27, Alexis HAUSER (<alexis.hauser@imt-atlantique.fr>) escribió:
Hi,
Maybe what you're looking for is located in System Configuration (in the admin menu) : Ticket::Frontend::Article::Actions

Regards


De: "Alvaro Cordero" <alvaro@gridshield.net>
À: "otrs" <otrs@lists.otrs.org>
Envoyé: Dimanche 26 Mai 2019 00:29:02
Objet: Re: [otrs] Answering to a Customer who opened a Process Ticket

Thanks Gerald, in fact  it allows to reply when a customer opens the ticket at customer interface, if it is opened by an agent at Agent interface it only allows a note reply.

Regards 

Regards 

El sáb., 25 may. 2019 4:08 p. m., Gerald Young <crythias@gmail.com> escribió:
I believe if you indicate the article is from customer, you should be able to reply. 

On Fri, May 24, 2019, 12:34 PM Alvaro Cordero <alvaro@gridshield.net> wrote:
Hello, 
Previously in OTRs there was an option (article type) of otrs-web for articles when creating a Process Ticket and it was possible to reply to the customer via email as on a regular Email o Phone Article, but now there are only OTRS which is an internal Note and does not allow an email replay and Phone which is confusing for users who are creating cases via customer panel or even for agents using their agent front end. 

Is there any simple way of enabling article other communication channels for articles created via Process Ticket?

Best Regards  
--
Alvaro Cordero Retana
Consultor de Tecnologias
Tel: 22585757 ext 123
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--
Alvaro Cordero Retana
Consultor de Tecnologias
Tel: 22585757 ext 123

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