How to email add changes to OTRS by email

[andreasfc]

I have a working version of OTRS 2.4.9 and we are going to use the system for internal customers who can sent an email to an adress for the tickets.
All the tickets a sorted within the appropriate queue.
Can I also use this to sent emails and let the email be added to the changes?

Using OTRS 2.4.9 and ITSM modules

[Wolfgangf]

absolutelly!
just make sure you add the reference to the ticket to the mail (in the subject)

[andreasfc]

I think, my messages was not ok, or very clear.
I want to add a new change request to the system by email.

[Wolfgangf]

ahm: no
you have an existing ticket, change ticket type to "RfC" and create a change request from this ticket

[andreasfc]

Ok, well then another quick question, how can I create a RFC from the ticket and transfer to the change management. I cannot find this option within the ticket window.
Thanx