On Tue, 27 Oct 2009, Jason Dupuy wrote:
Hey Peter,
Thanks for the tips. I actually got it to work exactly like the process flow you described below. I was getting hung up on the notifications sent to the technician's email. I wanted all notifications assigned to the technicians to go to their Outlook email accounts so they wouldn't have to stay logged in to OTRS all the time.
...and I have it set that all replies go out from the help.desk email account, and all replies get sent to the help.desk account.
I had some help from some members in the OTRS list... Thank you all!
I suspect there _IS_ a way for tech's to reply via email, but it is a lot more involved than a simple install of OTRS. While others may have done so, I'm not sure how to do it, and if you are OK pushing techies to log into OTRS, I think that is the simplest and best way to go. --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------