How to reply to a ticket on behalf of other people in OTRS ?

[sputtala]

Hi All,

We are using OTRS 2.4.7 version. We would like to give an option to end user is that reply to a ticket behalf of other person. We can do this kind of functionality in Outlook (i.e. http://www.extendoffice.com/documents/o ... ehalf.html) but how to implement in OTRS ? I have seen few people said follow the below path, but I didnt find "DefineEmailFrom" in OTRS 2.4.7 version. Can you guys help me on this ?

SysConfig -> Ticket -> Core::Ticket -> Ticket::DefineEmailFrom.

Regards
Satyam

[jojo]

2.4.x is outdated since years. You should upgrade to 3.2.x

[sputtala]

Hi

Upgrading to new version will take time at my end. Is there any alternate solution for 2.4.7 version to the achieve above functionality ?

I would like to keep dropdown box for the "From" field on replying to a ticket template. So that user can choose the "from email address" from the dropdown list. Can anyone suggest me how to approach for this functionality ?

Satyam

[jojo]

This functionality is not available in any version. From addresses are bound to queues. It should be technical/generic mail addresses like support@ but not mail addresses of real persons.

The mentioned switch will still use the queue address but will write down the name of the agent: Jon Doe via Support <support@example.invalid>

Please note that 2.4. has no support and no security bugfixes any more