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Context English State
This package has no dedicated administrator interface, only extends the existing screens.
Generic Agent
This package extends the ticket actions of the *Generic Agent* module of the administrator interface. Dynamic fields of type date or date and time will be extended with the functionality to set absolute, relative or no date for the dynamic field.
To set relative dates:
Open the *Generic Agent* screen in administrator interface.
Expand the tab *Update/Add Ticket Attributes*.
Set relative dates for date or date and time dynamic fields.
Date Field in Generic Agent Screen
The values can be positive like *+5 days* or negative like *-10 hours* based on the current time.
This package has no agent interface.
Agent Email Interface
This feature add-on makes it possible for an agent to work with tickets via emails without having to use the web agent interface of **OTRS**.
In order to work with this module an agent could just reply to any ticket notification email by including one or many commands between two special command tags, like this:
Commands can be combined (comma separated) if it makes sense to combine them.
The following commands exist:
``send`` – Sends an email to the customer, including the cc and bcc recipients (``send`` also locks the ticket).
``nocc`` – If used together with ``send``, the cc and bcc recipients will be excluded.
``lock`` – Locks the ticket.
``unlock`` – Unlocks the ticket.
``get`` – Gets the last customer article and sends it to the agent.
``note`` – Adds an internal note to the ticket.
``close`` – Closes the ticket (also unlocks the ticket).
The package restricts the functionality of this feature to agents known to the system, but it does not use advanced security mechanisms such as digital signatures and the like.
Saves time because frequent logging in and out is not necessary.
Increase flexibility because you do not have to log in to the system.
Can be used in all areas where agents are not logged in permanently to the **OTRS** agent interface.
This package has no administrator interface.
This translation Translated OTRS 8/Feature Add-ons Manual or
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Translated OTRS 8/OTRS or


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