claim ticket and respond via email

marky

Running Debian 7

OST v1.9.5.1

Apache 2.2.22

MySql 5.5.41

PHP 5.4.36-0

My techs are in the field a lot. Often they can answer a question super quick on thier phones. Rather than have to login to a webpage is there a way to repsond to the ticket using email? I adjusted the templates so a new ticket isn't generated but I don't see it emailing to the client. I tried using filters but I kept generating a new ticket.

I am pretty sure this is doable.

So here is the question. After searching I didn't see any comment in the forums about this. I am sure this has been brought up before. Can you point me to a forum post or to a location that would discuss this in more detail? Or perhaps there is just a setting I am missing.

ntozier

Q: is there a way to respond to the ticket using email?A: Some one posted how to do this on the forums again recently.Q: Can you point me to a forum post or to a location that would discuss this in more detail?A: I looked for the post but couldn't find it. I guess my search fu is weak today.There are at least several posts that talk about how to do it. But I can't seem to find them.

marky

I think I found it or at least one of them. http://www.osticket.com/forum/discussion/comment/92781/#Comment_92781Since piping won't be an option as my imap mailbox that I am using for tickets is load balanced. So a single IP isn't an option

However there is promise. I will update the templates accordingly. I have a question regarding the filters. I want to automatically assign the task to the field tech that responds. Which rules matching criteria would you suggest or even a custom form so that...

agent responds capture the email address - auto-assign the ticket.

I am presuming that user/email address is for the client not the agent. is that correct?

ntozier

I'm not sure if you can do that (as I've never tried). We predominantly use the web ui to answer tickets.I would play with ticket filters though and see if you can't get it to work the way that you want to.Heck it might make the basis for a nice article that could also help other people.

marky

on a side note... how does one enable piping? just put the script in the API folder and adjust accordingly? is there a setting that I should flag?

ntozier

Directions for piping are located in the wiki.I don't using piping.http://osticket.com/wiki/Email_Piping