Dear All,

Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated.

Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up).

Customer abc@klm.com sends mail to support@xyz.com. OTRS will then send "New Ticket # 12345" to customer and also sends a notification to the agent configured to "support" queue. (Till here everything works for me except that the 'customer' receives email from support@xyz.com and the 'agent' is receiving from otrs@xyz.com).

Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support@xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'.

I have tried playing around with "notification" etc. All the messages to the agent are going from otrs@xyz.com and not from support@xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from otrs@xyz.com since the same is not configured to 'receive' anywhere.

Will appreciate help in achieving the same.

Greetings,

Kusumba S