Hi Adam,
"first response time" gets only stopped by adding an article with
sender "agent" and article type "email-external", "note-external",
"phone", "fax" or "sms".
In other words after responding the customer at first time.
In your case it should help to set:
X-OTRS-FollowUp-ArticleType: email-external
-Martin
On Jul 27, 2009, at 11:54 , Adam Knight wrote:
I have tried this and it is working well although the First Response
Time in the ticket is still set. Which field do I need to update in
order to cancel this escalation timeout? I tried setting the
X-OTRS-FollowUp-State-PendingTime to blank but this does not seem to
help.
Regards,
Adam
Adam Knight | Test and Documentation Team Leader | Clearpace | M
+44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com
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-----Original Message-----
From: Adam Knight
Sent: 27 July 2009 08:47
To: 'User questions and discussions about OTRS.'
Subject: RE: [otrs] Updating ticket X-OTRS-State based on external
emailresponse from agent
Thanks, that looks great. I have a clarification question:-
When you hit on
X-OTRS-FollowUp-ArticleType: email-internal
X-OTRS-FollowUp-SenderType: agent
Are you assuming that I have a separate rule to set all mails from
clearpace.com to agent and email_internal? If so how do I ensure that
this rule is processed first?
Many thanks,
Adam
Adam Knight | Test and Documentation Team Leader | Clearpace | M
+44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com
This e-mail and any files attached may contain privileged and/or
confidential information. If you are not the intended recipient please
immediately notify the sender by reply e-mail and delete the message
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disclose its contents to any other person.
-----Original Message-----
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of
Martin Edenhofer
Sent: 26 July 2009 10:15
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Updating ticket X-OTRS-State based on external
emailresponse from agent
Hi Adam,
if I understood it correctly, you want to change the ticket state of
an
already existing ticket by using an agent follow up?
If it is so, you can do this by using "X-OTRS-FollowUp-State" or in
case
you want also to update service+sla "X-OTRS-FollowUp-Service", "X-
OTRS-FollowUp-SLA".
Important is the "FollowUp" in the header key. Only this headers are
used for follow messages.
I also would do it a litte bit different to be able to cover more
actions based on subjects. ;) For example:
"Acknowledge by Agent Email":
Hit:
From: (.*)@clearpace.com # to only allow this action your agents
Subject: [ack] # to identify the action
X-OTRS-FollowUp-ArticleType: email-internal
X-OTRS-FollowUp-SenderType: agent
Set:
X-OTRS-FollowUp-State: open
a other example:
"Close by Agent Email":
Hit:
From: (.*)@clearpace.com # to only allow this action your agents
Subject: [close] # to identify the action
X-OTRS-FollowUp-ArticleType: email-internal
X-OTRS-FollowUp-SenderType: agent
Set:
X-OTRS-FollowUp-State: closed successful
I hope it will help you! ;)
Greetings,
-Martin
On 24.07.2009, at 15:11, Adam Knight wrote:
Hi,
I am in the process of reviewing OTRS with the aim of piloting soon.
Most of the configuration options work well and suit my requirements,
however there is one that I cannot get to work, I have not found any
information relating to this problem on the web.
I have tried creating the following filter:
Filtername: 01_agentresponse'
Hit:
Header 1: From Contents: (.*)@clearpace.com
Header 2: X-OTRS-State Contents: new
Set:
Header 1: X-OTRS-State Contents: open
The aim of the filter is to allow agents to email a first response to
the customer from BlackBerry/Mobile devices and for this to update
the
ticket state on the system so that the system does not log a missed
SLA if the response is emailed in.
The rule is not being applied - I check the logs, other rules are
appearing but not this one.
If I remove the Header2 element then it tries to apply the rule but
the state of the ticket does not change.
[Fri Jul 24 12:48:03 2009][Notice]
[Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter:
'01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID:
<[MESSAGE_ID]>)
I have tried adding the values in quotes, I have tried using the
numeric values for the states from the database instead of state
names.
I have tried specifying the rule in the Kernel/Config.pm Without any
success.
Any help would be greatly appreciated.
Adam Knight | Test and Documentation Team Leader | Clearpace | M
+44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com
This e-mail and any files attached may contain privileged and/or
confidential information. If you are not the intended recipient
please
immediately notify the sender by reply e-mail and delete the message
from your system. You should not copy it or use it for any purpose
nor
disclose its contents to any other person.
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