I downloaded all 600 some odd lines of the PDF. The explanation of what the "Empty Answer" was for didn't make sense to me so I didn't mess with it. Once someone told me what it was for in language I could understand, it actually fixed a bunch of things I hadn't asked about.
Im still stumped on the SysConfig though. -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck Sent: Wednesday, July 27, 2011 3:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] communicating with customers via OTRS Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote: > The user sends email to otrs. The ticket is created. Now I need more info. > > If I need more info from the customer, how do I send this message and have > all the messages included in the ticket ? > I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" > & "reply-all". > There doesn't seem to be anything for sending a mail to the customer to ask > a question. > What did I screw up THIS time ? You forgot to create standard responses. http://doc.otrs.org/3.0/en/html/adminarea-salutations-signatures-attachments -and-answers.html#adminarea-Responses Please do yourself a favour and read the documentation online or as PDF. We are investing many time to get this getting you up and running :-) Starting here is probably best: http://doc.otrs.org/3.0/en/html/first-steps.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
