Re: Answering to a Customer who opened a Process Ticket

Hi, 
Maybe what you're looking for is located in System Configuration (in the admin menu) : Ticket::Frontend::Article::Actions 

Regards 



De: "Alvaro Cordero" <[email protected]> 
À: "otrs" <[email protected]> 
Envoyé: Dimanche 26 Mai 2019 00:29:02 
Objet: Re: [otrs] Answering to a Customer who opened a Process Ticket 

Thanks Gerald, in fact it allows to reply when a customer opens the ticket at customer interface, if it is opened by an agent at Agent interface it only allows a note reply. 

Regards 

Regards 

El sáb., 25 may. 2019 4:08 p. m., Gerald Young < [ mailto:[email protected] | [email protected] ] > escribió: 



I believe if you indicate the article is from customer, you should be able to reply. 

On Fri, May 24, 2019, 12:34 PM Alvaro Cordero < [ mailto:[email protected] | [email protected] ] > wrote: 

BQ_BEGIN

Hello, 
Previously in OTRs there was an option (article type) of otrs-web for articles when creating a Process Ticket and it was possible to reply to the customer via email as on a regular Email o Phone Article, but now there are only OTRS which is an internal Note and does not allow an email replay and Phone which is confusing for users who are creating cases via customer panel or even for agents using their agent front end. 

Is there any simple way of enabling article other communication channels for articles created via Process Ticket? 

Best Regards 
-- 
Alvaro Cordero Retana 
Consultor de Tecnologias 
Tel: 22585757 ext 123 
Email: [ mailto:[email protected] | [email protected] ] 

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