Mr Beijen in which part of the code do I need to have a look in order to OTRS send by email to the customer the agent's followup? Reading the link you'd send, I think that's very interesting to set X-OTRS- Followup-SenderType=agent, and then, OTRS'd send back to the customer this agent's followup.... I hope yo understand me.....sorry my english..... :) thx in advance and regards On Miércoles 04 Marzo 2009 16:17:56 Michiel Beijen wrote:

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 wrote:

...

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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