Can users (agents) work with OTRS by email?
I want to give users of my OTRS (agents) to work partially with OTRS without web interface. Now I have: 1. Customer writes email to support@blabla.com. This address is used for OTRS, so new ticket created and agents informed by email about that new ticket, including content of customer's message. 2. Agent press "Reply" button in his mail user agent and writes answer to customer. But OTRS embraces that agent's answer as CUSTOMER's message, not as agent's note or agent's answer. Can I change that behaviour? Can I configure OTRS so it'll treat agent's reply to notification message as an internal note? -- Sincerely yours, Oleg Polovinkin o.polovinkin<at>optima<dot>ua Billing Dept, Optima Telecom Dnipropetrovsk, Ukraine
Oleg Polovinkin wrote:
I want to give users of my OTRS (agents) to work partially with OTRS without web interface. Now I have:
1. Customer writes email to support@blabla.com. This address is used for OTRS, so new ticket created and agents informed by email about that new ticket, including content of customer's message.
2. Agent press "Reply" button in his mail user agent and writes answer to customer.
But OTRS embraces that agent's answer as CUSTOMER's message, not as agent's note or agent's answer. Can I change that behaviour? Can I configure OTRS so it'll treat agent's reply to notification message as an internal note?
I don't believe that is currently possible. Also you wouldn't be able to set pending reminders, close tickets, etc. Nils Breunese.
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. Nils Breunese (Lemonbit) wrote:
I don't believe that is currently possible. Also you wouldn't be able to set pending reminders, close tickets, etc.
-- Sincerely yours, Oleg Polovinkin o.polovinkin<at>optima<dot>ua Billing Dept, Optima Telecom Dnipropetrovsk, Ukraine
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?..
In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK. Nils Breunese.
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?..
In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.
Aren't that addresses of agents and customers in different tables? -- Sincerely yours, Oleg Polovinkin
Oleg Polovinkin wrote:
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.
Aren't that addresses of agents and customers in different tables?
The code needed to detect whether it is a customer or agent who is emailing and then treat the emails differently does not exist within OTRS - so unless you want to write this extra functionality to enable it to operate over email then the answer is no it does not do this. Steve
Oleg Polovinkin wrote:
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?..
In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.
Aren't that addresses of agents and customers in different tables?
That could very well be, but what does that change? If you want a OTRS workflow that works via e-mail exclusively, then that will have to be coded as it is not currently available. Nils Breunese.
I believe that there is an admin email interface in Config Options: Ticket -> Core::PostMaster PostMaster::PreFilterModule###999-AgentInterface: -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Monday, October 22, 2007 8:49 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can users (agents) work with OTRS by email? Oleg Polovinkin wrote:
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?..
In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.
Aren't that addresses of agents and customers in different tables?
That could very well be, but what does that change? If you want a OTRS workflow that works via e-mail exclusively, then that will have to be coded as it is not currently available. Nils Breunese.
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb:
Nils Breunese (Lemonbit) wrote:
Oleg Polovinkin wrote:
Hmmm... Can't understand, why not look at user base, if email of sender is agent email?.. In our setup we have e-mail addresses that belong to both agents and 'customers'. Of course it is not impossible to have a system work like you are requesting, but currently OTRS does not support this workflow AFAIK.
Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE-----
You could set some filter on incoming e-mails, trying to enable some
features by means of pre-defined codes:
for example, a text in an agent to close ticket, and so on.
However I believe this is not a comfortable solution...
Gabriele
----- Original Message -----
From: "Oleg Polovinkin"
I want to give users of my OTRS (agents) to work partially with OTRS without web interface. Now I have:
1. Customer writes email to support@blabla.com. This address is used for OTRS, so new ticket created and agents informed by email about that new ticket, including content of customer's message.
2. Agent press "Reply" button in his mail user agent and writes answer to customer.
But OTRS embraces that agent's answer as CUSTOMER's message, not as agent's note or agent's answer. Can I change that behaviour? Can I configure OTRS so it'll treat agent's reply to notification message as an internal note?
-- Sincerely yours, Oleg Polovinkin o.polovinkin<at>optima<dot>ua Billing Dept, Optima Telecom Dnipropetrovsk, Ukraine _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
participants (6)
-
Gabriele D'Andrea -
Maurice James Ny -
Nils Breunese (Lemonbit) -
Oleg Polovinkin -
Steven Carr -
Torsten Thau