Handling internal responses
We're looking at using OTRS to handle our support call tracking. It looks great so far, and is much faster than RT3 ;-) So what normally happens here is that someone emails support@isode.com, and I can set up OTRS to spot these messages, create a call and send an auto response. Now when someone internal responds to a call, they email the customer and 'cc' support@isode.com. Is there any way for OTRS to detect those responses and to set the call to an appropriate state? Folks here hate using a web interface to send email, so having a way to update the call without using the web interface would be greatly appreciated :-) Cheers, Chris
On Wednesday, June 23, 2004 5:01 PM
Chris Ridd
Folks here hate using a web interface to send email, so having a way to update the call without using the web interface would be greatly appreciated :-)
This is not the designed way to work with(in) OTRS as being a web application. Although simple ticket handling were possible with a combination of PostMaster filter modules and/or Procmail or your SMTP server's configuration, we do not recommend ticket handling via email due to security considerations. With kind regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (2)
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Chris Ridd -
Robert Kehl