How to send email as agent referring to a ticket

[jkimmel]

Hi there,

Consider this situation. A user created a ticket in OTRS (3.3.7). As an agent I have read the ticket and find it is necessary to consult one of my colleagues who is also a agent by email. I want to add a copy of the body of my email as an article/note to the ticket.

When I create an email in Outlook and CC this to our ticket system, the customer of the ticket is changed to me. This results in me receiving notifications from OTRS instead of the actual customer/user. My goals are to have my email added as a note and leave the customer of the ticket unchanged. Please instruct me on how to achieve my goals.

Thanks,

Jasper Kimmel

[crythias]

Use the web interface and forward to the personal account of the other agent.
Or PostmasterFilter check your email set sender type and article type.

[jkimmel]

Hi Crythias,

Thanks for your brief and quick response. I was not aware of the Forward functionality. Thanks for that.

Can you set me in the right direction on the PostmasterFilters to achieve my goal?

[crythias]

viewtopic.php?f=62&p=78333
(or internal, if you want. This would keep the conversation invisible to the customer, but that may or may not be good).

[jkimmel]

Thanks. You have been a great help to me.