Unless you have the paid add on, no. Agents should only reply via Web. On May 15, 2014 4:10 AM, "Erik van Ast" <erik.van....@suzohapp.nl> wrote:
> Hi Gerald, > > > > Thank you for your reply.. > > > > Yes, the agent replies by replying an email or by logging into the OTRS > dashboard and reply using the reply in the ticket… > > > > Is there a way to disable the CC function in the Auto Follow up when an > agent replies by sending an email? The agent already receives an email > notification because of the Agent Notification. The agent now gets an Agent > Notification and also an auto follow up (he’s in the CC)… > > > > Kind regards, > Erik > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* woensdag 14 mei 2014 18:33 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Double follow up notifications because Agent is in > CC of Auto follow up > > > > The agent is replying via email? > > > > On Tue, May 13, 2014 at 8:35 AM, Erik van Ast <erik.van....@suzohapp.nl> > wrote: > > Hi everyone, > > > > We have been using OTRS many years ago on an OpenSUSE system, but we have > it installed on a Windows Server now. > > I created a new database, so everything is new without any imported > history. Everything seems to work fine, but I have 1 annoying problem. When > an agent replies to a notification (for a new ticket for example) and the > server imports the email into the ticket, the customer gets an auto follow > up like I want, but the agent also gets that email because the agent is in > CC. This is something I’d rather not have, because the agent already gets > an Agent Notification, so the agent now gets 2 messages. This doesn’t > happen when a customer replies, in that case the agent only receives the > Agent notification (Agent::FollowUp)… > > Can someone tell me if it’s possible to remove the Agent from the CC of > the Auto response (Auto follow up)? > > Kind regards, > > Erik > > > Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, > _______________________________________________________________ > > Erik van Ast > *SUZO-HAPP GROUP* | Systems Administrator > *Office: *+31-(0)186-643333 | *Fax: *+31-(0)186-643377 > erik.van....@suzohapp.nl | www.suzohapp.nl NL > > > --------------------------------------------------------------------- > 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 > > > > > ______________________________________________________________________ > This email has been scanned by the IT101 Email Security System. > For more information please visit http://www.it101.be > ______________________________________________________________________ > > --------------------------------------------------------------------- > 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 >
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