Agent Email Interface

This feature makes it possible for an agent to work with tickets via emails without having to use the web agent interface of OTRS.

Reply to any ticket notification and insert for example the following command anywhere in the body of the mail between two special command tags, like this:

<OTRS_CMD> close </OTRS_CMD>

Switch to the ticket from the ticket notification and compare the ticket state. The ticket should have the state closed.

Commands can be combined (comma separated) if it makes sense to combine them.

<OTRS_CMD> send, nocc </OTRS_CMD>

The following commands exist:

  • send โ€“ Sends an email to the customer, including the carbon copy and blind carbon copy recipients (send also locks the ticket).

  • nocc โ€“ If used together with send, the carbon copy and blind carbon copy recipients will be excluded.

  • lock โ€“ Locks the ticket.

  • unlock โ€“ Unlocks the ticket.

  • get โ€“ Gets the last customer article and sends it to the agent.

  • note โ€“ Adds an internal note to the ticket.

  • close โ€“ Closes the ticket (also unlocks the ticket).

The functionality of this feature is restricted to agents known to the system, but it does not use advanced security mechanisms such as digital signatures and the like.

Warning

An attacker can impersonate the agent by sending a mail with the address of the agent. Activate it to your own risk!

This feature is not enabled by default, it must be configured by an administrator first.

The agent interface address should be set to the same as in setting Core โ†’ Email โ†’ NotificationSenderEmail.

To use this feature:

  1. Go to the System Configuration screen.

  2. Search for the setting NotificationSenderEmail.

  3. Change the email address if needed, and remember it.

  4. Search for the setting PostMaster::PreFilterModule###999-AgentEmailInterface.

  5. Change the value of key AgentInterfaceAddress to the same as set in NotificationSenderEmail.

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