How to change type of reply to a forwarded message

[kpstevenson]

First, my apologies if I'm doing this all wrong and am in the wrong spot. I just lost my OTRS administrator and am trying to get somehow on top of this system. I hope you can help with this nasty problem I try to solve.

We are running OTRS 3.1.6 on Windows.

The problem I am facing is this:
At times, the agents need to be able to ask for help on tickets from staff that I can't give an ORTS Agent accounts to for security reasons. So, the idea we had was to use Forward with "email-intern" as Article Type to send mail to the person that can help us with. That works great. However, when the outside person replies the mail comes in as type "customer - email-internal" which then triggers a Follow-up auto response to the real customer which is blissfully unaware of the internal shoveling around and wonders why s/he is getting this mail.

So the 64000 dollar question is: What do I need to set in OTRS to make a reply to a forwarded message come in as "agent-email-internal" which I hope will not spam the customer with an auto-response for followup.

Thanks a lot in advance for any pointers you can give me. I can read both English and German, so both is fine .

-- Karin

[jojo]

I suggest to switch of the Auto Reply on follow-ups....

[kpstevenson]

Thank you, JoJo. That's kind of a drastic solution impacting every ticket and customer.

Sorry for being dense but I don't understand why an email from a completely different outside person person gets set as Followup type "customer".

Since I posted my original question I tried to set a PostMaster filter attempting to recognize replies to forwarded messages and then set the X-OTRS-Followup-Type to "agent" for identified tickets instead of "customer" which should stop the auto reply to the actual customer. But for some reason that doesn't work the reply from the outside consultant always comes in as "customer--email-internal" which makes no sense.

I've tried this http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=296 but it doesn't set the FollowupType.

Any ideas what else to try?

Thanks!

-- Karin

[kpstevenson]

Never mind, I'm giving up. I was able to get the email filter to work but even when I the filter sets the Followup Article and SenderType to "agent -- internal-note" for the incoming mail, the customer in the ticket still gets spammed with the auto reply for an update they didn't do which really makes no sense at all, Internal notes being added don't generate emails at all so something is really funky.

I guess the Forward is pretty useless unless I deactivate the follow-up auto response for all communications. Bummer.

[jojo]

Spamming customers with a reply to a message they sent also makes really no sense.

Have a look if "Notification event" instead of the auto reply will solve your issue

[crythias]

kpstevenson, agents should not reply to tickets via email.