"Test is alias, so when mail comes, the agents in the alias will get the mail"
Well, this is a problem, right off the bat. There's no ticket number yet. OTRS will just create tickets. If the agents respond to this, they are either going to respond to test@test.com (why? The customer sent an email, and unless test@test.com is a proper mailing list, it's *just* a distribution list/alias/mailing group. Replies will go directly to the customer.)
If the agent is smart enough to remember, the agent should be replying to customer AND otrs. Don't get me started if the agent chooses to reply to customer AND test... 
There's still no ticket number.

"OTRS will update agents that ticket arrived."
Why bother? test already told them. Now they've been told twice. 

"The agent will respond back via email to customer, [may manually add customer emails,]"
No, the agent responds to OTRS. It's the only way you're going to track this. OR, more properly, the agent uses the OTRS web page to reply to the customer. 

"The same response[ as it has ticket id], should be updated in OTRS."
When? If the agent responds to the email that arrives via test, it won't get a ticket id.

" If customer responds again [ as it has ticket id], it should get updated in OTRS and [if has other mail ids, should reach to them also.]"
This would work, (CCs and BCCs will be obeyed, naturally).





On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar <S.Dittmar@eureca.de> wrote:
Darshak Modi schrieb:

The case is

1. Customer sends an email to test@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,] 4. The response should reach to customer
5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]

This *can* be done without the AddOn.

You need to set up fetchmail/procmail to push the mails to test into the correct queue. I never worked with OTRS' fetchmail filters, so I cannot assist there (I use fetchmail/procmail program unter linux).

The agents in the "test" group need to have "notification upon new tickets" activated (don't know exact wording as I do use one of the translation modules). In that case they receive a mail with ticket number in header and the customer's words.

When the agent answers, he needs to have customer's mail address *and* OTRS's mail address in the to/cc/bcc fields. Ideally the customer should use a mail account with OTRS's mail address as his address, then the customer is not tempted to reply to the agent only.

This way the agent's mail, as received by OTRS, will be added to the ticket. Unfortunately it will be added as a customer's follow-up, and notifications will be sent as if a customer sent a follow-up mail.

If the customer replies again and uses OTRS's mail address again (see agent's mail client setting, above), then this reply will be added to the ticket as another follow-up, and those agents for whom notification about follow-ups is set will be notified.


Hope this helps,

        Susan
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