Update myself after finding X-OTRS-SenderType header which classifies the response as coming from an Agent...the next problem is that customer is not notified when OTRS gets the email update of an agent...anyone can provide guidance? Thanks in advance, Samuel. On 11 February 2010 16:43, samuel wrote:

Hi folks,

First of all apologies if this question has been answered before, I've checked documentation and search through this mailing list archives and could not find an answer. If I have missed the appropriate place, I would highly appreciate if you point me there..

I've just set up a 2.3.4 OTRS version and for some queues, I would like to know whether it is possible to work only via e-mail. I've set up a PostMaster Mail Account and can properlly create tickets via e-mail. Agents are notified when new tickets are created and customers get the notifications.

What I'm missing is how can an agent send an update to the system? I've tried to use the e-mail account of the agent but OTRS classifies it as a client update. Is there any X-OTRS- mail header that can be set in e-mail fitlering to classify the update as coming from the agent and not from a user? Hope I've been clear enough!

Thank you very much in advance, Samuel.