David Boyes schrieb:
Given that no email system reliably can deliver such a thing or can define what it
actually means, I'm not sure it's all that useful. What does "delivered" mean?
In the customer's inbox? Opened? Read? Understood (if you can do this one, you'd be super
rich)?
is it already in OTRS Request for return receipt or delivery status notification
for sending messages ?
I guess the OP asks for a Disposition-Notification-To header in the mail OTRS
sends. I am sure this is easy to add. No idea if it has been done though.
I would think long an deep before implementing it, though. It opens up a can of
worms. If it works, which depends on the receiving side, OTRS will receive an
answer to your agent's mail. As OTRS does not have much of a chance to know it's
just the "has been received" notification (they look too different with
different mail clients and different native language settings), the agent will
be informed of a client's answer. Usually you only want such notification for
human-sent replies. Those computer-sent replies will either result in your
agents spending a lot of time coming back to tickets just because such recieved
notifications came in, or it will result in your agents ignoring OTRS's
notifications about a customer's reply, expecting it to be yet another received
notification.
--
Susan Dittmar, CIO - CCD and CMOS devices
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