Hello I am in a phase of configuring and testing OTRS. Currently we are still running RT and it has an option to of 'forwarding messages'. Let me explain: When customer sends a request a ticket is generated. I am notified about this fact with email message containing all the info the customer has sent. If I reply to this email message from RT it is attached to the ticket but customer also receives a copy of it!!! I can't implement it in OTRS. In my opinion it is very useful feature, especially when you are not at the office or don't want to log into the OTRS system and can respond to the client form e.g. outlook. Has anyone got a clue how to solve it? Best regards Lukasz Michalski Support Engineer Cipher-IT Ltd
OTRS does not support this function, replies have to be sent using the OTRS interface. Steve Luke Michalski wrote:
Hello
I am in a phase of configuring and testing OTRS. Currently we are still running RT and it has an option to of �forwarding messages�. Let me explain:
When customer sends a request a ticket is generated. I am notified about this fact with email message containing all the info the customer has sent. If I reply to this email message from RT it is attached to the ticket but customer also receives a copy of it!!!
I can�t implement it in OTRS. In my opinion it is very useful feature, especially when you are not at the office or don�t want to log into the OTRS system and can respond to the client form e.g. outlook.
Has anyone got a clue how to solve it?
Best regards
Lukasz Michalski
Support Engineer
Cipher-IT Ltd
-- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007
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Luke Michalski -
Steven Carr