Thank you very much ! 2008/6/5 Brett Davis <[EMAIL PROTECTED]>:
> Yes, he is saying use (one of) the "Compose Answer" link(s) which will > send the user an email. Type the reason you are closing the ticket in this > email, then in the drop down list for "next ticket state", set it to "closed > successful" or whatever you're doing. You can even make that the default > setting if you go tweak Frontend::Agent::Ticket::ViewCompose in the "Ticket" > group in sysconfig. The user will also be able to log in to the customer > web interface and see what you emailed them. This is the way we normally > close our tickets but there are exceptions as in those problems you get hit > with in the hallway that you already have fixed before you even enter a > ticket. We have our queues set up to NOT send the users emails for state > changes of their tickets then the users won't get 2 emails regarding the > closing of their ticket (our composed answer plus the one from the system > advising of the status change) AND it gives us the option of using the > "Close" link as a way to close tickets without bothering those users that > we've already fixed up and sent on their merry way. As long as we make the > "note" we add when using "Close" an external note, the users can still log > in to the web interface and see what the resolution was if they're ever > interested. > > Brett Davis > > ------------------------------ > *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of > *Daniel Castro > *Sent:* Thursday, June 05, 2008 07:43 > *To:* User questions and discussions about OTRS.org > *Subject:* Re: [otrs] Otrs Newbie question > > In this case the user will receive a email, right? > Is there any way to the user to login and then read The reason I closed the > ticket? > > Bets Regards, > > 2008/6/4 Ali, Mustaqil M <[EMAIL PROTECTED]>: > >> Reply to the ticket as per usual and set the next state to be "closed >> successful". >> >> >> >> *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf >> Of *Daniel Castro >> *Sent:* 04 June 2008 20:24 >> *To:* otrs >> *Subject:* [otrs] Otrs Newbie question >> >> >> >> Hi, >> >> I started to use OTR and i am really liking it. >> I want to know to to configure otrs to send in the Customer::StateUpdate >> the text I typed when I closed >> the ticket. This is important to show the user why I closed the Ticket. >> Or there is a better way to do it? >> >> Best Regards, >> >> -- >> Daniel Castro - דניאל >> Home Page : www.danielti.com.br >> MSN: [EMAIL PROTECTED] >> Skype: danielti2005 >> ICQ : 316727989 >> Jabber: danielti >> Linux User: 387864 >> AOL User: Danielti2005 >> Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria >> >> _______________________________________________ >> 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/ >> > > > > -- > Daniel Castro - דניאל > Home Page : www.danielti.com.br > MSN: [EMAIL PROTECTED] > Skype: danielti2005 > ICQ : 316727989 > Jabber: danielti > Linux User: 387864 > AOL User: Danielti2005 > Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria > *Dynojet Research, Inc. - Confidentiality notice:* > This email message and any attachments are intended only for the person or > entity to which it is addressed and may contain confidential, proprietary > and/or privileged information. Any review, distribution, reliance on, or > otherwise use of this information by persons or entities other than the > intended recipients is prohibited. If you received this message in error, > please immediately notify the sender and delete it and all copies of it in > your system. > > _______________________________________________ > 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/ > -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: [EMAIL PROTECTED] Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria
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