Re: [otrs] make a note/comment via email
If my understanding is correct, you could probably accomplish this by adding a event based notification to send out e-mails to agents when a note is added to the ticket. Recipient : Either Agent (owner) / Agent (All with write permissions) / Agent (Responsible) / Whichever group Event: ArticleCreate Article type : Note-Internal and something like this for the message: Subject : - Note added Text: A note has been added to the ticket : Ticket Title : Ticket Number : Does this help? Regards, David On Mon, Jan 18, 2010 at 7:17 PM, Sagy Volkov wrote: > Is it possible or did anyone wrote a work around to add notes/comments > (those internal messages exchanged between agents not seeing by the > customer) via email? (NOT via the UI). > If not, maybe someone wrote a patch for it? > > Thanks in advance, > > -sv > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] make a note/comment via email
Hi. No need to write a patch. There was a similar discussion in the German forum lately, and it turned out to be quite easy: Try to filter the Email via PostmasterFilter and set X-OTRS-FollowUp-ArticleType to 'note-internal' and X-OTRS-SenderType to 'agent'. You could define a common subject part or so to control the PostmasterFilter's choice, like a prefix 'OTRS-internal' oder such. Greets, Daniel Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Sagy Volkov Gesendet: Montag, 18. Januar 2010 20:18 An: otrs@otrs.org Betreff: [otrs] make a note/comment via email Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it? Thanks in advance, -sv - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] make a note/comment via email
Hi, On 18.01.2010, at 20:17, Sagy Volkov wrote: > Is it possible or did anyone wrote a work around to add notes/comments (those > internal messages exchanged between agents not seeing by the customer) via > email? (NOT via the UI). > If not, maybe someone wrote a patch for it? could you explain that a bit more detailed? If I understood your post you are searching for an option to flag emails sent by OTRS Agents as email-internal articles, rigth? Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] make a note/comment via email
Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it? Thanks in advance, -sv - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
