Maybe with some tweaking... (leaving that to someone else more informed) but i have tested something similar. Infact, when i (should be an agent) replied to a ticket without changing ticket subject, OTRS made me the originator of the ticket..and thus when i sent responses via the web....it sent them to me as well. Unless there is a way to lock an email_address as an agent_id ONLY, i cant see it working. _Thanks Richard --- "Peake, Jeremy" wrote:

Oops, let me clarify

I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system)

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel Sent: Thursday, January 19, 2006 9:48 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent reply to ticket notification

OTRS can do all four.... #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks

Richard

--- "Peake, Jeremy" wrote:

...

Can OTRS do this:

1) A user sends in a ticket via email.

2) The queue agent gets a notification (via email) with the ticket details

3) The agent replies to the ticket notification with a response to the user

4) The OTRS server adds the agent response to the ticket and sends it to the original user

It looks like it does everything except send the agent's response back to the user

Thanks Jeremy P

...

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