Hi ! I am testing OTRS to see if it can be suitable for our needs.
1) About Auto-reply feature: I have set defaults auto-reply messages (follow-up, reply ...) but I can't make the "reject" one to work. If a customer reply by email to a closed ticked, it just reopen it. What I am expecting for in that case is rejecting with the messages: "Your previous ticket is closed. -- Your follow up has been rejected. -- Please create a new ticket. Your OTRS Team" whether than reopen it ! What am I doing wrong ? 2) Subject on customer follow-up and available variables - On the bottom of the auto-reply properties screen, there are some variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... etc). Is details for the wildcards in OTRS_TICKET_* are documented somewhere ? - On customer follow-up, <OTRS_CUSTOMER_SUBJECT[20]> becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_* Thank you !! -- Martin _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
