mail-reply on a notification mail

Moderator: crythias

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steeman
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Posts: 67
Joined: 22 May 2013, 11:35
Znuny Version: 3.3.2
Real Name: Philip Steeman
Company: VIVES

mail-reply on a notification mail

Post by steeman »

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
crythias
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Re: mail-reply on a notification mail

Post by crythias »

steeman wrote:When an agent gets a email notification for a new ticket and he answers via email.
Agents are supposed to only reply through the web interface.
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steeman
Znuny newbie
Posts: 67
Joined: 22 May 2013, 11:35
Znuny Version: 3.3.2
Real Name: Philip Steeman
Company: VIVES

Re: mail-reply on a notification mail

Post by steeman »

crythias wrote:
steeman wrote:When an agent gets a email notification for a new ticket and he answers via email.
Agents are supposed to only reply through the web interface.
OK, no problem

Thanks
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