Hi all,
Had OTRS setup and working for a year now, with email notifications
working well.
Now I want to be able to reply to a ticket as an agent via email.
Try as I might, I can't get this to work.
Agent replies are sent to a different email address and identified in
OTRS using postmaster filters on the 'To' field.
That works. I've set the following x-headers :
X-OTRS-FollowUp-ArticleType: email-external
X-OTRS-FollowUp-SenderType: agent
X-OTRS-FollowUp-State: open
X-OTRS-FollowUp-Lock : lock
What happens when an agent replies to a ticket is this :
1) Agent response gets onto ticket correctly
2) Agent gets a notification via email that followup has been added to
ticket (To: agent, cc:customer)
3) Customer gets a notification saying the state changed to open
4) Ticket is locket to 'OTRS Admin' not the agent
Step 2 is wrong, as the agent doesn't want the followup notfication,
and the customer should not recieve a thank you for followup messages,
but a OTRS reply with the details added by agents email
Step 4 ticket should be locked to agent.
Has anyone any ideas what I'm doing wrong ?
All help appreciated !
OTRS log :
Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 FollowUp Article to Ticket
[2009072810000141] created (TicketID=1946, ArticleID=11687). ,
Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent agent 'FollowUp'
notification to 'agent_email_address'.
Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent auto response
(SendAutoFollowUp) for Ticket [2009072810000141] (TicketID=1946,
ArticleID=11688) to 'agent_email, customer_email'.
Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent email to 'agent_email'
from 'xxx Helpdesk <helpd...@xxx>'. HistoryType => SendAutoFollowUp,
Subject => [Ticket#2009072810000141] [Ticket#200907281000 [...];
Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent customer 'StateUpdate'
notification to 'customer_email'.
Tue Jul 28 19:16:00 2009 notice OTRS-PM-10 Sent email to
'customer_email' from 'xxx Helpdesk <helpd...@xxx>'. HistoryType =>
SendCustomerNotification, Subject => Re: [Ticket#2009072810000141] New
State "open"!;
Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply'
Set param 'X-OTRS-FollowUp-ArticleType' to 'email-external' (Message-
ID: <8d0e594f-8c80-4bbf-9f12-2fa22bb43...@xxx.tv>)
Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply'
Set param 'X-OTRS-FollowUp-State' to 'open' (Message-ID: <8d0e594f-8c80-4bbf-9f12-2fa22bb43...@xxx.tv
>)
Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply'
Set param 'X-OTRS-FollowUp-Lock' to 'lock' (Message-ID: <8d0e594f-8c80-4bbf-9f12-2fa22bb43...@xxx.tv
>)
Tue Jul 28 19:15:59 2009 notice OTRS-PM-10 Filter: 'OTRS agent reply'
Set param 'X-OTRS-FollowUp-SenderType' to 'agent' (Message-ID: <8d0e594f-8c80-4bbf-9f12-2fa22bb43...@xxx.tv
>)
---
AlanP
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