Re: [otrs] Agent Role Assignment

2015-02-03 Thread Dominik George
Hi, Am 03.02.2015 um 05:52 schrieb Sharad Mishra: > What happens when if an agent "A” is mapped to a role "R” as well as to a > group “G”? What set of permissions will be applicable for A? Role -> Group or > Agent -> Group? I imagine it would result in a superset of both. However, the OTRS docs

Re: [otrs] Agent Role Assignment

2015-02-03 Thread Sharad Mishra
Thats right. Thanks Sharad Mishra sharad.m...@gmail.com > On 03-Feb-2015, at 2:11 pm, Dominik George wrote: > > Hi, > > Am 03.02.2015 um 05:52 schrieb Sharad Mishra: >> What happens when if an agent "A” is mapped to a role "R” as well as to a >> group “G”? What set of permissions will be ap

[otrs] Agent email response is not getting sent to the ticket originator

2015-02-03 Thread Scott R. Morgan
When a customer emails our helpdesk, they receive the auto response and our agents are also emailed the ticket. When the agent replies to the email, the originator of the ticket is not getting a copy of the response. The email response is attached the ticket in the portal but the originator is

Re: [otrs] Assign Queue Behavior

2015-02-03 Thread Scott R. Morgan
Thanks. Any idea when this will be available in the Admin interface? I am not comfortable making this change on my Amazon instance. Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.c

Re: [otrs] Agent email response is not getting sent to the ticket originator

2015-02-03 Thread Gerald Young
Anyone who emails the system is a Customer. Agents should reply from the web interface only. (There is an add-on for OTRS Subscribers that allow Agent reply via email). On Tue, Feb 3, 2015 at 6:52 PM, Scott R. Morgan wrote: > When a customer emails our helpdesk, they receive the auto response a

Re: [otrs] Agent email response is not getting sent to the ticket originator

2015-02-03 Thread Scott R. Morgan
Where can I find the addon? Thank you! Scott R. Morgan Director of Information Systems Mama Fu's Franchise Group 512.949.3229 Help desk (NEW!) 512-949-3236 Office/Cell (NEW!) sc...@mamafus.com / http://www.mamafus.com Sent from my iPhone On Feb 3, 2015, at 7:46 PM, Ge