Darshak Modi schrieb:
The case is
1. Customer sends an email to t...@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,]
4. The response should reach to customer
5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]
This *can* be done without the AddOn.
You need to set up fetchmail/procmail to push the mails to test into the correct
queue. I never worked with OTRS' fetchmail filters, so I cannot assist there (I
use fetchmail/procmail program unter linux).
The agents in the "test" group need to have "notification upon new tickets"
activated (don't know exact wording as I do use one of the translation modules).
In that case they receive a mail with ticket number in header and the customer's
words.
When the agent answers, he needs to have customer's mail address *and* OTRS's
mail address in the to/cc/bcc fields. Ideally the customer should use a mail
account with OTRS's mail address as his address, then the customer is not
tempted to reply to the agent only.
This way the agent's mail, as received by OTRS, will be added to the ticket.
Unfortunately it will be added as a customer's follow-up, and notifications will
be sent as if a customer sent a follow-up mail.
If the customer replies again and uses OTRS's mail address again (see agent's
mail client setting, above), then this reply will be added to the ticket as
another follow-up, and those agents for whom notification about follow-ups is
set will be notified.
Hope this helps,
Susan
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