Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote:
> The user sends email to otrs. The ticket is created. Now I need more info. > > If I need more info from the customer, how do I send this message and have > all the messages included in the ticket ? > I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" > & "reply-all". > There doesn't seem to be anything for sending a mail to the customer to ask > a question. > What did I screw up THIS time ? You forgot to create standard responses. http://doc.otrs.org/3.0/en/html/adminarea-salutations-signatures-attachments-and-answers.html#adminarea-Responses Please do yourself a favour and read the documentation online or as PDF. We are investing many time to get this getting you up and running :-) Starting here is probably best: http://doc.otrs.org/3.0/en/html/first-steps.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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
