Email reply for a owner change notification as Internal not external

[martinoscarrodriguez]

Hi everybody.

We are facing the following situation. When we change the owner or responsible of a ticket an email is send to the new owner/resposible. This add an internal note to the ticket. However when the owner/resposible answer using the email (reply to the notification sent by OTRS), the reply appears as an extenarl email and the client can see it. We want it as an internal email. Are we forgeting something to configure? Thanks in advance. Regards

[jojo]

Agents will work via webinterface and should not reply to notifications

[reneeb]

As jojo said, Agents usually work via webinterface. However, you could create a postmaster filter to check for the subject of those answers and set the article type (X-OTRS-FollowUp-ArticleType) to "note-internal".

[martinoscarrodriguez]

Thanks a lot for your answers. I will try with the filter option. Regards