Questions about mailing

[brice]

Hi all,

I got a few question about how to do some tuff ofr OTRS. We are Using OTRS 3.0.4 on Debian Linux with MySQL database.

Documentation is quite poor on the subjects I need or I read badly.

First of all I need to configure OTRS to change answering behavior. For the moment when Agents answers mails are sent with the Generic support@company.com mail. We need to change it to the Agent Email and put his name in the Subject . Why not add a ReplyTo our Generic Email address.

Last stuff, need to be done after the first one, is to automatically sign with PGP the answer mail. I find nothing to force this. and because we could use different email address, must I have a different PGP signature for each mail address ?

Thank you for your time.

EDIT: Certainly misplaced thread ... Should be in the Help Section, Sorry.

[crythias]

The agent email is only useful as a From if it is also useful to OTRS as a To. Otherwise, OTRS cannot log the communication with the tech.

In practical terms, this does not prevent the tech from receiving responses, even if the reply-to is the Queue's email address.

[brice]

Thank you for your answer!

I think I found what I searched for. I figure it out that the Queue is the key. I can use the Default Email to send the mail from a specifique Agent and use a specific PGP key.

I just have to create a system email. Am I right or is there another way to do it ?