Replying to notifications via email

[fpaganel]

Hi All,
how can I create a mechanism to create an article of the ticket from the response to the email notification?
In every object in the mail I put the id of the ticket, so when a customer responds to the email I'd like the OTRS system would create an article in the ticket.

is it possible?

Thanks in advance,

Regards.

[crythias]

That's what it's supposed to do.

[fpaganel]

It' works! Thank you.

So I ask another question:
Is there a way to add command in the reply mail such as "change queue", "change priority"?

Regards

[crythias]

Yes, you could use a postmaster filter for that. Try it for yourself or search the forums before asking how. Better yet either have the customer use the Web interface or have the agent make the changes because this feature will either be never used or abused.