e-mail responses from agents?

I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list. I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

Hi Jo,
Have you checked the SMTP settings in OTRS? If you go to SysConfig
and type SMTP into th search field, it will bring up the SendMail
module. In there you can choose either SMTP or Sndmail to send all
replies. The other settings are as normal for your SMTP server if you
chose to use them. Don't forget to check the box next to user name
and password if you need them to authenticate!
~Chris
On 4/13/07, Jo Rhett
I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list.
I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer.
-- Jo Rhett senior geek
Silicon Valley Colocation Support Phone: 408-400-0550
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On 4/13/07, Jo Rhett
wrote: I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer.
Chris Watt wrote:
Have you checked the SMTP settings in OTRS? If you go to SysConfig and type SMTP into th search field, it will bring up the SendMail module. In there you can choose either SMTP or Sndmail to send all replies. The other settings are as normal for your SMTP server if you chose to use them. Don't forget to check the box next to user name and password if you need them to authenticate!
I'm sorry, let me be very clear. OTRS sends e-mail just fine. The problem is that OTRS only sends e-mail to the ticket requestor if you update the ticket from the web interface. We need to allow agents to reply to/update tickets from their e-mail application. We have no problem with logging into the web UI for reassignment/closing/etc. I just want to be able to reply to the customer without loading up this very heavy web ui. -- Jo Rhett senior geek Silicon Valley Colocation

On Mon, Apr 16, 2007 at 11:53:52AM -0700, Jo Rhett wrote:
On 4/13/07, Jo Rhett
wrote: I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer.
Chris Watt wrote:
Have you checked the SMTP settings in OTRS? If you go to SysConfig and type SMTP into th search field, it will bring up the SendMail module. In there you can choose either SMTP or Sndmail to send all replies. The other settings are as normal for your SMTP server if you chose to use them. Don't forget to check the box next to user name and password if you need them to authenticate!
I'm sorry, let me be very clear. OTRS sends e-mail just fine.
The problem is that OTRS only sends e-mail to the ticket requestor if you update the ticket from the web interface. We need to allow agents to reply to/update tickets from their e-mail application.
That isn't possible with OTRS. If you are interested in that functionality, we'd be glad to develope it for you. Please write a message to sales@otrs.com to specify the details. The functionality you like to have would be a great improvement for OTRS....
Jo Rhett
-- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521

On Thu, Apr 12, 2007 at 03:36:46PM -0700, Jo Rhett wrote:
I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list.
Think about a support contract with ((otrs)), so you get help much faster and do not have to search that long :): http://www.otrs.com/en/support/
I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer.
Check your mail settings of OTRS please. If you are using Windows, you have to change the mail settings to use the SMTP module and in most cases you also have to authenticate to your mail server. Please see the docu for this issue.
Jo Rhett
-- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521

Christian Schoepplein wrote:
Think about a support contract with ((otrs)), so you get help much faster and do not have to search that long :):
I can guarantee you that this will be irrelevant. I was the maintainer of Request back in the day (probably still am but haven't touched it in years) and I write our own custom additions/enhancements to most projects. I'm not a newbie. Before I pull open the source to look around, I'm trying to get a basic installation working properly.
I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer.
Check your mail settings of OTRS please. If you are using Windows, you have to change the mail settings to use the SMTP module and in most
I didn't say OTRS doesn't send e-mail. It does. I said that when an agent replies to an e-mail it does update the ticket but the reply does not go out to the customer. I can find no positive or negative statements about how agents update the ticket via e-mail. But from what I can see, it appears that OTRS expects all updates to occur within the very heavy web ui. That's not very useful, and impossible in our environment. So ... how can one allow an agent response submitted via e-mail to go back out to the customer? -- Jo Rhett senior geek Silicon Valley Colocation

Jo Rhett wrote:
I didn't say OTRS doesn't send e-mail. It does. I said that when an agent replies to an e-mail it does update the ticket but the reply does not go out to the customer.
I can find no positive or negative statements about how agents update the ticket via e-mail. But from what I can see, it appears that OTRS expects all updates to occur within the very heavy web ui. That's not very useful, and impossible in our environment.
So ... how can one allow an agent response submitted via e-mail to go back out to the customer?
I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the status of a ticket (queue, owner, locked, etc.), so I guess there is no working around the web interface. Nils Breunese.

Jo Rhett wrote:
So ... how can one allow an agent response submitted via e-mail to go back out to the customer?
Nils Breunese (Lemonbit) wrote:
I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the status of a ticket (queue, owner, locked, etc.), so I guess there is no working around the web interface.
I understand this. And we have no problem logging into the webui to alter the queue, owner, etc. We just need to be able to reply to the customer quickly. -- Jo Rhett senior geek Silicon Valley Colocation

Jo Rhett wrote:
Jo Rhett wrote:
So ... how can one allow an agent response submitted via e-mail to go back out to the customer?
Nils Breunese (Lemonbit) wrote:
I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the status of a ticket (queue, owner, locked, etc.), so I guess there is no working around the web interface.
I understand this. And we have no problem logging into the webui to alter the queue, owner, etc. We just need to be able to reply to the customer quickly.
You'd have to send the message through OTRS somehow as OTRS would have to check whether the person sending the message really is an agent and owns the ticket, etc. I'm pretty sure this is not currently possible with OTRS (someone correct me if I'm wrong) and I wonder if it is feasible at all. Nils Breunese.

Nils Breunese (Lemonbit) wrote:
You'd have to send the message through OTRS somehow as OTRS would have to check whether the person sending the message really is an agent and owns the ticket, etc.
Of course.
I'm pretty sure this is not currently possible with OTRS (someone correct me if I'm wrong) and I wonder if it is feasible at all.
Eh? Request handled this just fine, and it was written in perl 4! I updated it to perl5, and people are still using that. RT handles it just fine. It's absolutely feasible... Anyway, it seems clear that OTRS isn't the appropriate place to focus my efforts. Obviously I could do the work to hack it into place, but there appear to be so many issues with hard-coded "single line of thought" in the ticket management system that I'm going to just duck this one. Thanks for the responses. -- Jo Rhett senior geek Silicon Valley Colocation

On Mon, Apr 16, 2007 at 11:23:34PM +0200, Nils Breunese (Lemonbit) wrote:
Jo Rhett wrote:
Jo Rhett wrote:
So ... how can one allow an agent response submitted via e-mail to go back out to the customer?
Nils Breunese (Lemonbit) wrote:
I'm afraid that is just not how OTRS is set up. OTRS needs to tracks the status of a ticket (queue, owner, locked, etc.), so I guess there is no working around the web interface.
I understand this. And we have no problem logging into the webui to alter the queue, owner, etc. We just need to be able to reply to the customer quickly.
You'd have to send the message through OTRS somehow as OTRS would have to check whether the person sending the message really is an agent and owns the ticket, etc. I'm pretty sure this is not currently possible with OTRS (someone correct me if I'm wrong) and I wonder if it is feasible at all.
You are right, it is not possible at present :(.
Nils Breunese.
-- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521
participants (4)
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Chris Watt
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Christian Schoepplein
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Jo Rhett
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Nils Breunese (Lemonbit)