Reply on internal ticket

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Laurens
OTRS newbie
Posts: 19
Joined: 26 Apr 2016, 08:23
OTRS Version?: 5.0.4
Real Name: Laurens Van Acker
Company: Myriade N.V.

Reply on internal ticket

Post by Laurens » 01 Dec 2017, 14:38

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
OTRS guru
Posts: 2413
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Reply on internal ticket

Post by wurzel » 01 Dec 2017, 14:45

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)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 6 Managed Silver

    -- 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
    OTRS wizard
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    Re: Reply on internal ticket

    Post by zzz » 01 Dec 2017, 16:36

    Hello Laurens,

    that would need some custom development.

    wurzel
    OTRS guru
    Posts: 2413
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: Reply on internal ticket

    Post by wurzel » 01 Dec 2017, 17:16

    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)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
      OTRS 6 Managed Silver

      -- 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
      OTRS wizard
      Posts: 193
      Joined: 15 Dec 2016, 15:13
      OTRS Version?: 3.x - 6.0.x
      Real Name: Emin
      Company: maxence business consulting GmbH
      Contact:

      Re: Reply on internal ticket

      Post by zzz » 01 Dec 2017, 18:16

      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

      wurzel
      OTRS guru
      Posts: 2413
      Joined: 08 Jul 2010, 22:25
      OTRS Version?: 6.0.x

      Re: Reply on internal ticket

      Post by wurzel » 01 Dec 2017, 18:35

      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)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
        OTRS 6 Managed Silver

        -- 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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