Hello, Alex, thanks for answering. I've already been there and all the actions are enabled. I noticed as Gerald mentioned before, if the process is requested by a customer, it can be answered, but if an agent creates the process for the customer, it cannot be used to answer to the customer.
Knowing that, I believe I can work on an strategy with my customer to work that around. Best Regards. El lun., 27 may. 2019 a las 0:27, Alexis HAUSER (< alexis.hau...@imt-atlantique.fr>) escribió: > Hi, > Maybe what you're looking for is located in System Configuration (in the > admin menu) : Ticket::Frontend::Article::Actions > > Regards > > > ------------------------------ > *De: *"Alvaro Cordero" <alv...@gridshield.net> > *À: *"otrs" <otrs@lists.otrs.org> > *Envoyé: *Dimanche 26 Mai 2019 00:29:02 > *Objet: *Re: [otrs] Answering to a Customer who opened a Process Ticket > > Thanks Gerald, in fact it allows to reply when a customer opens the > ticket at customer interface, if it is opened by an agent at Agent > interface it only allows a note reply. > > Regards > > Regards > > El sáb., 25 may. 2019 4:08 p. m., Gerald Young <cryth...@gmail.com> > escribió: > >> I believe if you indicate the article is from customer, you should be >> able to reply. >> >> On Fri, May 24, 2019, 12:34 PM Alvaro Cordero <alv...@gridshield.net> >> wrote: >> >>> Hello, >>> Previously in OTRs there was an option (article type) of otrs-web for >>> articles when creating a Process Ticket and it was possible to reply to the >>> customer via email as on a regular Email o Phone Article, but now there are >>> only OTRS which is an internal Note and does not allow an email replay and >>> Phone which is confusing for users who are creating cases via customer >>> panel or even for agents using their agent front end. >>> >>> Is there any simple way of enabling article other communication channels >>> for articles created via Process Ticket? >>> >>> Best Regards >>> -- >>> >>> *Alvaro Cordero RetanaConsultor de Tecnologias* >>> *Tel: 22585757 ext 123* >>> *Email:* alv...@gridshield.net >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net
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