Martin Edenhofer Para: otrs@otrs.org Asunto: Re: [otrs] Customer answer by mail? Enviado por: otrs-admin@ot rs.org 12/18/02 03:21 PM Por favor, responda a otrs Hi Martin,

Hi Diego,

On Wed, Dec 18, 2002 at 02:50:15PM -0300, Diego Fernandez wrote:

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Is it possible to receive requests directly by mail? I don't know how.

Ahh! You mean directly via SMTP?

Yes, if you write an email to otrs@your.host (of course this machine/MTA needs to be configured ...).

And For example, a customer store a Request via web to this queue: Servicios Gestionados (SG@helpdesk.openware.biz) that I have in my system. A new Ticket is generated and sent an autoreply to the customer with the ticket number. An Agent answers this request via web, and sends the mail to the customer. Can that Customer reply to that answer via mail(The mail address will be SG@helpdesk.openware.biz)?,

Yes. This is a normal job. The customer can use the web interface or/and the email interface.

I'm using sendmail as MTA. To which script or binary should I passed the incoming mail?

Martin Thanks, Diego.