Hi Keith,
Is it possible to also send to the agent's email any replies they make at the same time as when they reply to a ticket & how to set up. We'd like to confirm that the responses are in fact going out - due to our 3rd party mail system, this isn't always consistent and it'd give the agent an easily referenced local record.
Thanks
KDT _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
It is of course possible that you manually add the agent to CC: or BCC: when sending your replies. Another feature of OTRS is the BCC feature. This can be configured in the GUI -> Admin Console and is found in: Framework -> Core::Sendmail The description that your are looking for is as follows. SendmailBcc: Send all outgoing email via bcc to the specified address. Please use this only for backup reasons! Beware! This will send all emails which are sent from your system to the designated address! If you have interest in having commercial support in this issue, please contact sales@otrs.com, and we can modify your system to make this function available. I hope that I could help you in this way, and I wish you a great day! --Shawn