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?
Reply on internal ticket
Moderator: crythias
Re: Reply on internal ticket
Hi,
You write "accident" so the only (correct) answer to your question could be:
teach you agents
or
learn your lesson
cheers
Florian
technically? No chance.Laurens wrote:(...)
Now when an agent, by accident, replies on an internal article and adds the customer as (B)CC or (...)
You write "accident" so the only (correct) answer to your question could be:
teach you agents
or
learn your lesson
cheers
Florian
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Re: Reply on internal ticket
Hello Laurens,
that would need some custom development.
that would need some custom development.
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Re: Reply on internal ticket
Hi,
my opinion: If an agent sets someone in cc/bcc you can do nothing against it. Am I wrong?
Florian
I would like to see the idea of develop this function for user errorzzz wrote:Hello Laurens,
that would need some custom development.
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.
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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- Znuny superhero
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Re: Reply on internal ticket
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?wurzel wrote:Hi,
I would like to see the idea of develop this function for user errorzzz wrote:Hello Laurens,
that would need some custom development.
my opinion: If an agent sets someone in cc/bcc you can do nothing against it. Am I wrong?
Florian
Telling agents to be more focused would be an alternative, I agree : )
Best regards
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Re: Reply on internal ticket
Hi,
OK
So there is no real solution
Agents will tell you "how the message? I always klick OK"
bisschen ironie gehört dazu
regards
Florian
OK
So there is no real solution
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.
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.