Well, that's not because of the new filters. At the moment, I have these filters configured too, and when an agent subimts a follow-up by mail, the customer always get replied. Obviously, I'm talking about follow-ups (replies to existing tickets). In case of new tickets (the agent open a new ticket by mail on behalf of the customer), the customer can't be notified cause the ticket it's not yet assigned to him. Gabriele ----- Original Message ----- From: "Ignacio Sbampato" To: "User questions and discussions about OTRS.org" Sent: Monday, November 12, 2007 11:51 PM Subject: Re: [otrs] Question about emails from agents

Thanks Gabriele. That helped!

After doing that in the PostMaster Filter, it recognize the email addresses coming from our domain as agents, but it doesn't let the customer knows. Is that common? Can it be done? My goal is to get some remote agents being able to send answers through email without checking the web interface, and customers receiving that at their mailboxes as well. Can you help me with that?

Thanks in advance!

Gabriele D'Andrea escribió:

...

I configured a PostMaster Filter in order to do that: for every mail coming from our domain, I set the headers X-OTRS-SenderType and X-OTRS-FollowUp-SenderType to the value Agent

Bye Gabriele

----- Original Message ----- From: "Ignacio Sbampato" To: Sent: Saturday, November 10, 2007 5:24 PM Subject: [otrs] Question about emails from agents

...

Hi guys,

this is my first email to the list, and i'll really appreciate your help. We've been using OTRS for some time for internal help desk, and i want to know if it's possible to make the system recognize when an email is coming from an agent, so this one doesn't has to login to the system and that way we can answer tickets from our email client.

Is that or something similar possible with OTRS? Could you tell me why? We tried some different setups, but any email that's sent to the email address associated to OTRS is recognized as from the customer, no matter which is the sender address.

Thanks in advance!

Ignacio _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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