Replies sent in OTRS copy to Outlook sent items?

[morecw]

Hi all,

I've got OTRS working with a shared email account (Outlook 2010) using the standard SMTP Sendmailmodule.

But should it not show up as a Sent Items in Outlook, and if so how can I make this happen?

Thanks in advance

[jojo]

OTRS should not run on a shared E-Mail Account as this will lead to inconsistency. Please ask your Exchange Admin for help as this a mailserver related question

[crythias]

But should it not show up as a Sent Items in Outlook, and if so how can I make this happen?

No. SMTP never shows up as sent items in any account. That's a function of your mail client, not of SMTP, which has no clue about the method in which a client handles sent items. If SMTP requires authentication, it's only for authentication to send.

[morecw]

No. SMTP never shows up as sent items in any account. That's a function of your mail client, not of SMTP, which has no clue about the method in which a client handles sent items. If SMTP requires authentication, it's only for authentication to send.

Will OTRS ever include IMAP to send?

[crythias]

imap doesn't send mail, so the answer is "no".

[crythias]

BTW, what you want to happen probably can be addressed by enabling the BCC field in Sysconfig.

[morecw]

BTW, what you want to happen probably can be addressed by enabling the BCC field in Sysconfig.

ok and then create some sort of filter to put them in Sent Items automatically?

[jojo]

As I already wrote

OTRS should not run on a shared E-Mail Account as this will lead to inconsistency.

So no human should be able to access the mailbox directly!

[morecw]

As I already wrote

OTRS should not run on a shared E-Mail Account as this will lead to inconsistency.

So no human should be able to access the mailbox directly!

Jojo I don't understand what your problem is, can you expand on it a bit? When we have a small team of agents who all need to message customers using the same address, what is wrong using OTRS for this purpose?

[jojo]

OTRS has the possibility to send and receive mails, so you won't need anyone to access the mailbox directly via outlook. All is done via OTRS frontend

[crythias]

When we have a small team of agents who all need to message customers using the same address, what is wrong using OTRS for this purpose?

Because OTRS isn't a mailbox.

If you want to spoof the sender, go ahead. OTRS is designed to be the storage place of record for all transactions regarding a ticket. When you ask about sending and sent items, it's redundant to the forensic storage per ticket regarding that communication. Reworded: When you send a reply, the reply is attached to the ticket. No need for Sent items.

It doesn't matter if you're a small team of agents who need to message customers using the same address. This is what OTRS does anyway. There is no need to store the message in a mailbox, however. There is no need for OTRS to share a mailbox with humans who read the inbox. This negatively impacts the effectiveness of what OTRS does.

*YOU* can find ways to work around this, but if you want to do things that are really NOT best practices for OTRS and you ask "why" and "how" and get answers saying that it's not the way that OTRS works and works well, accept that.

*I* work in a small environment with a few agents and if I need to send a message using the OTRS email address, I create a ticket or use a reply and I don't look back. If I expect a response, it goes to the ticket. I never ever touch the mailbox associated with the address because ALL emails from customers are either tickets or responses/followups to tickets. All emails from Agents to customers using that email address are either new tickets or replies.