Reply on internal ticket

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Laurens
OTRS newbie
Posts: 12
Joined: 26 Apr 2016, 08:23
OTRS Version?: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Reply on internal ticket

Postby Laurens » 01 Dec 2017, 14:38

We can reply from within OTRS on external articles or internal articles.
If you reply on an external article, the customer sees his original mail below it, which is OK.
Now when an agent, by accident, replies on an internal article and adds the customer as (B)CC or in the TO-field, then the customer receives the internal notes because it's quoted below. How can we prevent this?

wurzel
OTRS guru
Posts: 2247
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Reply on internal ticket

Postby wurzel » 01 Dec 2017, 14:45

Hi,

Laurens wrote:(...)
Now when an agent, by accident, replies on an internal article and adds the customer as (B)CC or (...)



technically? No chance.


You write "accident" ;) so the only (correct) answer to your question could be:

teach you agents
or
learn your lesson

;)


cheers
Florian
    OTRS 6.0.x, LAMP LIVE auf Debian 9
    OTRS Business Solution™ 5 Managed Silver

    -- ich gebe keine Unterstützung für die Windows Installation :-) I don't support Windows installations :)
    Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    zzz
    OTRS wizard
    Posts: 111
    Joined: 15 Dec 2016, 15:13
    OTRS Version?: 3.x - 6.0.x
    Company: maxence business consulting gmbh

    Re: Reply on internal ticket

    Postby zzz » 01 Dec 2017, 16:36

    Hello Laurens,

    that would need some custom development.

    wurzel
    OTRS guru
    Posts: 2247
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: Reply on internal ticket

    Postby wurzel » 01 Dec 2017, 17:16

    Hi,

    zzz wrote:Hello Laurens,

    that would need some custom development.


    I would like to see the idea of develop this function for user error :)

    my opinion: If an agent sets someone in cc/bcc you can do nothing against it. Am I wrong?


    Florian
      OTRS 6.0.x, LAMP LIVE auf Debian 9
      OTRS Business Solution™ 5 Managed Silver

      -- ich gebe keine Unterstützung für die Windows Installation :-) I don't support Windows installations :)
      Ich beantworte keine Forums-Fragen PN - No PN please

      I won't answer to unfriendly users any more. A greeting and regards are just polite.

      zzz
      OTRS wizard
      Posts: 111
      Joined: 15 Dec 2016, 15:13
      OTRS Version?: 3.x - 6.0.x
      Company: maxence business consulting gmbh

      Re: Reply on internal ticket

      Postby zzz » 01 Dec 2017, 18:16

      wurzel wrote:Hi,

      zzz wrote:Hello Laurens,

      that would need some custom development.


      I would like to see the idea of develop this function for user error :)

      my opinion: If an agent sets someone in cc/bcc you can do nothing against it. Am I wrong?


      Florian


      I'd let an alert box pop up when someone adds a customer email address to the TO or (B)CC field on internal articles or am I missing some key informations?

      Telling agents to be more focused would be an alternative, I agree : )

      Best regards

      wurzel
      OTRS guru
      Posts: 2247
      Joined: 08 Jul 2010, 22:25
      OTRS Version?: 6.0.x

      Re: Reply on internal ticket

      Postby wurzel » 01 Dec 2017, 18:35

      Hi,

      OK :)

      So there is no real solution :lol:


      Agents will tell you "how the message? I always klick OK"

      bisschen ironie gehört dazu

      regards
      Florian
        OTRS 6.0.x, LAMP LIVE auf Debian 9
        OTRS Business Solution™ 5 Managed Silver

        -- ich gebe keine Unterstützung für die Windows Installation :-) I don't support Windows installations :)
        Ich beantworte keine Forums-Fragen PN - No PN please

        I won't answer to unfriendly users any more. A greeting and regards are just polite.


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