I'd think about a Generic Agent/Notification Event combination. <OTRS_CUSTOMER_SUBJECT> (?) <OTRS_TICKET_Title> (?) might be options in either your bulk case or Notification Event
On Fri, May 30, 2014 at 1:58 PM, NetSaint <netsa...@gmail.com> wrote: > Hello, > > I am working for an ISP. I use a queue within OTRS for the abuse helpdesk > address. > > Recently, I got over 500 tickets over the weekend into my queue, which is > unusual. Some copyright company decided to notify for each mp3 song a user > downloaded. So, these 500 tickets belong to just 5 users. My responsibility > is to forward those notifications to the end use. I upgraded to 3.3.7 > yesterday and wanted to do the following. Search for tickets so I find all > tickets belonging to a single user, then use the bulk action to send a > generic reply back to the copyright company to let them know we got the > notification and will try to forward the notice. Then use the bulk action > again to forward the tickets to the end user and close the tickets. All of > this seems to be working in 3.3.7 My only problem is that in the pop up > window (below) of the Ticket Bulk Action where I click on Send Email, it is > asking for a subject. I like the subject to be the original subject with a > RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this > doesn’t seem to work. If I leave it blank it complains about it being > blank. I can’t send 100 emails to a customer all with the same subject, I > need to original subject to stay in place….does anybody knows if this is > possible? > > Here a screenshot of the subject field -> > https://dl.dropboxusercontent.com/u/21330287/otrs.png > > Thanks, > - Swen > --------------------------------------------------------------------- > 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 >
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