Agent reply by email is not supported in OTRS. There's no proper way to verify the sender is really an agent (can be spoofed) and anyone who sends to a ticket is assumed to be a customer. Besides which, this can lead to out-of-OTRS communication on an issue, which means logging can't happen on the ticket. On Mon, Jun 27, 2011 at 6:58 AM, Muhammad El-Sergani wrote:

Any thoughts guys? Has anyone noticed this issue as well?

On Thursday, June 23, 2011, Muhammad El-Sergani wrote:

...

Any thoughts Gurus? :) Thanks and Best Regards, Muhammad El-Sergani.

On Wed, Jun 22, 2011 at 12:56 PM, Muhammad El-Sergani < msergani@gmail.com> wrote:

Dear all, There seems to be something wrong, when I reply to an email (from OTRS) that one other Agent wrote before me. The scenario goes as this:1- Customer sends email

2- Agent replies3- I (Agent) reply back to the Agent.. my intention is to follow up on what my colleague had just wrote earlier4- In my email, the TO is set to the Customer (OK), and the CC is also as per the original email (OK)... but in my email body it says the following:

---- Message from Customer ---

From: Customer To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00

Agent email body. When it should show the following:

---- Message from Agent ---

From: Agent To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00

Agent email body. Any help with this?

Thanks and Best Regards, Muhammad El-Sergani.

--

Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

Hi, what I do imagine: An agent who answers with a (by known certificate) signed mail: this mail could be handled as answer - working on metadata like closing the ticket etc. isn't possible though. Nevertheless: imho a point for https://otrsteam.ideascale.com ?! Cheers Jan Dreyer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Monday, June 27, 2011 2:35 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Reply to an email by Agent Agent reply by email is not supported in OTRS. There's no proper way to verify the sender is really an agent (can be spoofed) and anyone who sends to a ticket is assumed to be a customer. Besides which, this can lead to out-of-OTRS communication on an issue, which means logging can't happen on the ticket. On Mon, Jun 27, 2011 at 6:58 AM, Muhammad El-Sergani wrote: Any thoughts guys? Has anyone noticed this issue as well? On Thursday, June 23, 2011, Muhammad El-Sergani wrote:

Any thoughts Gurus? :) Thanks and Best Regards, Muhammad El-Sergani.

On Wed, Jun 22, 2011 at 12:56 PM, Muhammad El-Sergani wrote:

Dear all, There seems to be something wrong, when I reply to an email (from OTRS) that one other Agent wrote before me. The scenario goes as this:1- Customer sends email

2- Agent replies3- I (Agent) reply back to the Agent.. my intention is to follow up on what my colleague had just wrote earlier4- In my email, the TO is set to the Customer (OK), and the CC is also as per the original email (OK)... but in my email body it says the following:

---- Message from Customer ---

From: Customer To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00

Agent email body. When it should show the following:

---- Message from Agent ---

From: Agent To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00

Agent email body. Any help with this?

Thanks and Best Regards, Muhammad El-Sergani.

-- Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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