On 14.04.2011, at 10:44, Muhammad El-Sergani wrote: > I have a scenario here, and would like to know if there's anyway around it, > and it goes like this: > > • Company name == example.com > • Agents are == Mike, John and Jack > • Customer company == not-example.com > • A customer employee files a trouble ticket, using his email account > == whoe...@not-example.com > • Agent Mike responds from OTRS, using the system's email address == > supp...@example.com, and leaves the office > • Customer employee responds back, requesting further info or an ETA, > or whatever... > • Agent Mike responds back from his cell phone or whatsoever, using his > own mail account m...@example.com > • OTRS is clever enough to understand that all above 4 emails should be > grouped under the same ticket #, as they all have the same hook, and TT # > • BUT, when viewing the ticket itself, Mike's last email is of Type > "Customer - email external", when it should have been "Agent - email external" > Is there anyway, to configure OTRS, such that Agents replying from outside > OTRS would be of type "Agent ...", instead of "Customer ..."??
No, not yet. -- Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
