When an agent gets a email notification for a new ticket and he answers via email. This answer is registered in OTRS in the ticket history as a
'Customer -- email-external'. Is it possible to mark this as a 'Agent -- email-external'? I think OTRS can know this on the structure of the e-mail or via a header.
Note: all our agents are found in Active Directory just as are our customers.
Philip
mail-reply on a notification mail
Moderator: crythias
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Re: mail-reply on a notification mail
Agents are supposed to only reply through the web interface.steeman wrote:When an agent gets a email notification for a new ticket and he answers via email.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: mail-reply on a notification mail
OK, no problemcrythias wrote:Agents are supposed to only reply through the web interface.steeman wrote:When an agent gets a email notification for a new ticket and he answers via email.
Thanks