Replies to internal mails are visible by customers
If an agent want to have someone internally within the company to have a look at a case, it is possible to forward the customer's posting as an internal mail. The internal mail is hidden from the customer. This is great! However the reply address to this mail is the queue reply address, and the reply to the internal mail is posted as an external mail, hence it is visible by the customer. Is it a way to configure OTRS so replies to internal mails are also handled as internal communication ? Regards, - Erik -
On Thursday, May 27, 2004 10:25 AM
Erik Bonesvoll
as an external mail, hence it is visible by the customer. Is it a way to configure OTRS so replies to internal mails are also handled as internal communication ?
Replies are by default not internal. The other agent should in fact add a note himself to the ticket, type set to note-internal. You may easily programm the .dtl files to show up a link for this and hide the reply button, f.e. hth, 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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Erik Bonesvoll -
Robert Kehl