Hi, Petar Kazakov schrieb: > I'm using a note or they are changing the owner of the thicket, to the other > agent and they put the info/message in the body (Text box). > > Peter > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of remi > Sent: Thursday, December 21, 2006 12:38 PM > To: otrs@otrs.org > Subject: [otrs] Email between agents > > Hi list, > > I'd appreciate some advice. I'm using OTRS for a support box with a > staff of 4 people. This works pretty good :-) Incoming tickets can > be assigned to people etc. > > Each agent currently also has their own webmail box, [EMAIL PROTECTED] > Since some clients send support requests to the agent directly, I > thought it'd be nice to include these boxes also into OTRS (using > pop3). The management of e-mail the OTRS way is easier than a box > full of mail via POP3 anyway ;-) Wel, I've setup the queues etc. The > mail comes into the queues and this works well. > > Since all 4 agents have their mail in ORTS, and also the support > box, what would be the best way to e-mail another agent? I mean a > new ticket here, not a note to a customer ticket. Just as you would > do when you wrote a new mail to a colleague using a mail client. > > Agents used to send mail to each other at [EMAIL PROTECTED], but when > they do this with OTRS, this mail does not arrive in the queue of > the particular agent, but is added to the ticket owned by the > sending agent. (of course it is!) Since the sending agent usually > creates this ticket from their own queue, they have to make sure to > move the ticket to the queue of the receiver (and need permissions > for that), change the owner to the name of the agent the message is > for and also make sure the ticket isn't locked.
You want to send a mail from one agent to another. I think about of 2 concepts how to realize this: (a) this issue is handled with 2 tickets, each one owned by one agent (sender and recipient). (b) this issue is handled with just 1 ticket. I think (b) is better, because it's just _one_ issue. So I would suggest to keep the ownership on the sending agent, and this agent could write a note and inform the recipient agent about this note (the possibility of informing agent about notes must be enabled in Sysconfig). > Is this the way it is supposed to work, or is there an easier way to > send mail to another agent? > > I'm a bit confused :-) > > Thanks for any help! > > grtx,remi I hope this helps, Alex _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
