On Mon, Apr 16, 2007 at 11:23:34PM +0200, Nils Breunese (Lemonbit) wrote: >Jo Rhett wrote: > >>> Jo Rhett wrote: >>>> So ... how can one allow an agent response submitted via e-mail >>to go >>>> back out to the customer? >> >>Nils Breunese (Lemonbit) wrote: >>>I'm afraid that is just not how OTRS is set up. OTRS needs to >>>tracks the status of a ticket (queue, owner, locked, etc.), so I >>>guess there is no working around the web interface. >> >>I understand this. And we have no problem logging into the webui >>to alter the queue, owner, etc. We just need to be able to reply >>to the customer quickly. > >You'd have to send the message through OTRS somehow as OTRS would >have to check whether the person sending the message really is an >agent and owns the ticket, etc. I'm pretty sure this is not currently >possible with OTRS (someone correct me if I'm wrong) and I wonder if >it is feasible at all.
You are right, it is not possible at present :(.
>Nils Breunese.
-- Christian
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