Hi. No need to write a patch. There was a similar discussion in the German forum lately, and it turned out to be quite easy: Try to filter the Email via PostmasterFilter and set X-OTRS-FollowUp-ArticleType to 'note-internal' and X-OTRS-SenderType to 'agent'. You could define a common subject part or so to control the PostmasterFilter's choice, like a prefix 'OTRS-internal' oder such. Greets, Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Sagy Volkov Gesendet: Montag, 18. Januar 2010 20:18 An: otrs@otrs.org Betreff: [otrs] make a note/comment via email Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it? Thanks in advance, -sv

If my understanding is correct, you could probably accomplish this by adding a event based notification to send out e-mails to agents when a note is added to the ticket. Recipient : Either Agent (owner) / Agent (All with write permissions) / Agent (Responsible) / Whichever group Event: ArticleCreate Article type : Note-Internal and something like this for the message: Subject : - Note added Text: A note has been added to the ticket : Ticket Title : Ticket Number : Does this help? Regards, David On Mon, Jan 18, 2010 at 7:17 PM, Sagy Volkov wrote:

Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it?

Thanks in advance,

-sv

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