Reply on internal ticket

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Laurens
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Real Name: Laurens Van Acker
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Reply on internal ticket

Post by Laurens »

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
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Re: Reply on internal ticket

Post by wurzel »

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 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- 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
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Re: Reply on internal ticket

Post by zzz »

Hello Laurens,

that would need some custom development.
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wurzel
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Re: Reply on internal ticket

Post by wurzel »

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 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- 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
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Re: Reply on internal ticket

Post by zzz »

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
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wurzel
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Joined: 08 Jul 2010, 22:25
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Real Name: Florian

Re: Reply on internal ticket

Post by wurzel »

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 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- 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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