Reply on a ticket

[andreasfc]

I am using OTRS 2.4.7 and the people who want to add a ticket van only email this. But now I want to add additional information to a ticket.
can this be done somehow? Do I need to create some kind of filter? And if so how to do this?
Thanx

[crythias]

The answer is "yes", you can add information to a ticket (notes, emails, freetext, etc) ... but we'd need to know what you want to add to a ticket to tell you how to do it.

[andreasfc]

I want to add addition information, say that someone has an update for the problem.

[crythias]

You would add a note to the ticket. You can't change the ticket's contents for forensic reasons. All history is intended to be untouchable.

[andreasfc]

Well that's what I mean, so is that possible? And the offcourse how to do that?
Thanx

[crythias]

To add a note, click "Note" when you're viewing a ticket.

[andreasfc]

To add a note, click "Note" when you're viewing a ticket.

Yes, but how can this be done by email: adding a note.

[jojo]

customers will just reply. Agents are not working via email

[crythias]

emails already attach as notes to existing tickets if the subject line has the ticket# properly formatted (replies to tickets usually "just work")

[tdeklein]

customers will just reply. Agents are not working via email

"Yes we can!"

Just add the headers
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-Loop: true

in your MUA to your reply mail, get that mail into your OTRS and it will get recogized as an reply just as if you had replyed via the OTRS webmailer.

Cheers
Thomas

[jojo]

This is just a kind of workaround and not the way OTRS is designed to work. It won't work if your agents could also be customers like at internal IT Support System

[tdeklein]

This is just a kind of workaround and not the way OTRS is designed to work. It won't work if your agents could also be customers like at internal IT Support System

I think it depends on how you use it. I dont add the headers unconditionaly all the time. The agents who use that feature have to explicitly trigger it. And this is certainly not something that we will encourage everybody to do. But those of us who use i. e. mutt would look for their forks and torches if they where forced to use a webmailer all the time . On the other hand some people from sales and backoffice will love sending replys from within OTRS because of the templates.

So I hope that this workaround is here to stay. In my book its a plus if a product is flexible enough to be used in ways not expected/intended by the manufacturer .

Cheers
Thomas