Hi Edwin,
thank your for your e-mail.
Edwin D. Viñas
Here's how i implemented it so that I can use OTRS: 1. An SMS message or ticket request is sent to our SMS Gateway. 2. SMS is converted to Email (local otrs user email). 3. The SMS message then appears to the OTRS queue.
How to notify the sender thru SMS? The SMS notification must also contain the ticket number.
The SMS to E-Mail gateways I know work in both ways and they use the phone number of the SMS sender as a part of the e-mail address. This makes it possible to use the same gateway backwards (sending an e-mail to this special address which will be converted to an SMS). Example: SMS-gateway+49172123456@company.com In this case you should not worry about a thing. I would only keep the standard response short (maybe less than 160 characters). Have fun with OTRS! Stefan Wintermeyer -- OTRS Team Mailbox - Manage your communication! Web: http://otrs.org/ - Lists: http://lists.otrs.org/