27 Jul
2011
27 Jul
'11
10:35 p.m.
The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" & "reply-all". There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ?