
This seems to be a frequently asked question....
OTRS is not meant to be used like you mentioned, agents are supposed
to work from the web interface and not from their mail clients.
However, please find below a post from Boyan Tabakov from the mailing
list archives who discusses the changes he made to achieve the
behaviour you were looking for:
http://lists.otrs.org/pipermail/otrs/2009-February/025770.html
And, as you stated, RT has the behaviour you are looking for
out-of-the-box; that also might be an option for you.
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Wed, Mar 4, 2009 at 13:41, magicboiz
Hi all
I'm new to OTRS and I'm have a problem with the setup I think.
I want to setup OTRS so every email/conversation between customers and agents(always using their outlook, not the web interfaces) get recorded into the ORTS.
i.e:
Customer reports a problem via email -> OTRS OTRS assings this new ticket to an agent -> OTRS sends email to agent agent answer to customer using email -> OTRS -> customer customer answers agent via email -> OTRS - > agent
and so on....
When I worked with RT, I remember this setup was possible..... is it in ORTS?
thx
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