If ticket number is kept, then the value in to or cc or bcc field doesn't make sense, and same ticket is getting updated?
It will update the ticket and that all updating is kept within OTRS if some wants to reply/check through web interface right ? -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: 06 March 2013 PM 03:56 To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket update and reply via mail only Steven Carr schrieb: > The "free" version doesn't support this. Agents have to reply via the > web interface. That's not entirely true. Agents *can* reply via mail client, but then OTRS thinks it's a customer's answer. This "customer"'s answer will be added to the ticket as usual if the ticket number is kept intact. In fact, this is how about half of my agents use OTRS. The only time they actually use OTRS's interface is when they want to lock, free, or close a ticket or when they want to assign it to someone else. Most or all those actions could be archieved by using OTRS's mail headers, so even then the interface is not necessary. Unfortunately we are still stuck with an OTRS version that's too old for those headers to work, and with a mail client too dense to add truely custom header lines, so I can't tell more about that part. They just needed to get used to being informed about their own answer arriving, and not confusing those notifications with true customer answers :-(. Hope this helps, Susan --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
