Hi,
I'm looking at upgrading our current ticketing system (a very old install
of req). OTRS is one of the candidates.
I've got v1.1.3 installed and working, and I'm in the process of trying to
emulate the behaviour of req. I'd like to be able to do much of the work
on a ticket via email rather than via the web front end.
The behaviour I'm after is something like:
1 - Customer opens a ticket by emailing support.
2 - OTRS sends an auto reply with the ticket number.
3 - Engineers receive a copy of the customer's original email,
*appearing to come from the customer*, but with the ticket
number in the subject line.
4 - Engineers reply to this email, CC-ing support, setting 'Reply-To:'
to support and ticket is updated with the reply.
(An alternative is that engineers receive the notification From: OTRS,
reply to it, and OTRS copies the update to the customer - this ensures
that OTRS will see all emails).
I've got 1, 2 and 4 working. However OTRS is only sending out a
canned 'new ticket in support' email to users with the 'notify on new'
preference set.
How do I go about implementing step 3? I've looked at the
$Self->{Notification*} stuff in Defaults.pm.
- I can use