> 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.
Yes, exactly my point. Anything that relies on the receiving system to interpret and respond to such a request is pretty much useless for the purpose -- there's no reliable standard to indicate what such a response should look like, and no leverage to force system updates to implement such a thing even if it did exist. The extra noise in the tickets will just cause important messages to get lost in the noise for no visible gain. --------------------------------------------------------------------- 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
