Re: [otrs] OTRS Notification and Agent replies to OTRS via emailclient
Carlos: I ended up using this method right now and will try your first method later. Thanks again Michael Carlos Oyarzabal wrote: The account to system notifications at: Sysconfig => Framework => Core => NotificationSenderEmail -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Carlos Oyarzabal Enviado el: Domingo, 13 de Mayo de 2007 06:59 p.m. Para: 'User questions and discussions about OTRS.org' Asunto: RE: [otrs] OTRS Notification and Agent replies to OTRS via emailclient Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like [EMAIL PROTECTED] to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account ([EMAIL PROTECTED]). After create the emails accounts ([EMAIL PROTECTED]) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the [EMAIL PROTECTED] by [EMAIL PROTECTED]). The last step I did set up Pop accounts. Carlos México -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as [EMAIL PROTECTED] instead of [EMAIL PROTECTED] If you reply from a email client or PDA, you have to change the TO: address from [EMAIL PROTECTED] to [EMAIL PROTECTED] before replying. Did I miss a configuration somewhere? Michael Bush ___ 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/ ___ 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/ ___ 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? ___ 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/
Re: [otrs] OTRS Notification and Agent replies to OTRS via email client
Carlos: Thank you! I have OTRS working now. Michael Carlos Oyarzabal wrote: Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like [EMAIL PROTECTED] to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account ([EMAIL PROTECTED]). After create the emails accounts ([EMAIL PROTECTED]) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the [EMAIL PROTECTED] by [EMAIL PROTECTED]). The last step I did set up Pop accounts. Carlos México -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as [EMAIL PROTECTED] instead of [EMAIL PROTECTED] If you reply from a email client or PDA, you have to change the TO: address from [EMAIL PROTECTED] to [EMAIL PROTECTED] before replying. Did I miss a configuration somewhere? Michael Bush ___ 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/ ___ 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? ___ 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/
RE: [otrs] OTRS Notification and Agent replies to OTRS via emailclient
The account to system notifications at: Sysconfig => Framework => Core => NotificationSenderEmail -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Carlos Oyarzabal Enviado el: Domingo, 13 de Mayo de 2007 06:59 p.m. Para: 'User questions and discussions about OTRS.org' Asunto: RE: [otrs] OTRS Notification and Agent replies to OTRS via emailclient Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like [EMAIL PROTECTED] to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account ([EMAIL PROTECTED]). After create the emails accounts ([EMAIL PROTECTED]) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the [EMAIL PROTECTED] by [EMAIL PROTECTED]). The last step I did set up Pop accounts. Carlos México -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as [EMAIL PROTECTED] instead of [EMAIL PROTECTED] If you reply from a email client or PDA, you have to change the TO: address from [EMAIL PROTECTED] to [EMAIL PROTECTED] before replying. Did I miss a configuration somewhere? Michael Bush ___ 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/ ___ 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/ ___ 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/
RE: [otrs] OTRS Notification and Agent replies to OTRS via email client
Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like [EMAIL PROTECTED] to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account ([EMAIL PROTECTED]). After create the emails accounts ([EMAIL PROTECTED]) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the [EMAIL PROTECTED] by [EMAIL PROTECTED]). The last step I did set up Pop accounts. Carlos México -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as [EMAIL PROTECTED] instead of [EMAIL PROTECTED] If you reply from a email client or PDA, you have to change the TO: address from [EMAIL PROTECTED] to [EMAIL PROTECTED] before replying. Did I miss a configuration somewhere? Michael Bush ___ 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/ ___ 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/
[otrs] OTRS Notification and Agent replies to OTRS via email client
Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as [EMAIL PROTECTED] instead of [EMAIL PROTECTED] If you reply from a email client or PDA, you have to change the TO: address from [EMAIL PROTECTED] to [EMAIL PROTECTED] before replying. Did I miss a configuration somewhere? Michael Bush ___ 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/
RE: [otrs] several email addresses at BCC
Use a comma " , " _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Carlos Oyarzabal Sent: Sunday, May 13, 2007 1:09 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] several email addresses at BCC Hola, Is it possible several email addresses at Framework => Core => Sendmail => BCC ? if possible, what char is the separator? ";" or "," Thanks a lot, Carlos, ___ 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/
[otrs] several email addresses at BCC
Hola, Is it possible several email addresses at Framework => Core => Sendmail => BCC ? if possible, what char is the separator? ";" or "," Thanks a lot, Carlos, ___ 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/
RE: [otrs] Re: OTRS
If there is anything else let me know. I've been stumbling through this application since October '05. Maybe there are other things that you are not clear on that I can help out with. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Dent Sent: Sunday, May 13, 2007 12:46 PM To: User questions and discussions about OTRS.org Subject: [otrs] Re: OTRS Many thanks Maurice for taking the time to do this. However it is still not possible to customise the state change for tickets which are closed without changing the notification for tickets which are set to pending. It may often be desirable to notify the customer:- "Now your ticket is closed, if you have further problems please call us back on 123456 or alternately email us at [EMAIL PROTECTED], please keep a note of this ticket/id number for future reference etc etc" OR "Your ticket has been set to state pending whilst we investigate this problem further, please check your email soon as we may need to contact you for further information, balh blah" I have filed a bug/feature request for this. Thanks Mike On 5/13/07, Maurice James (VA) <[EMAIL PROTECTED]> wrote: > > > > > Here is the document that I tried to post to the list > ___ 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/ ___ 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/
[otrs] Re: OTRS
Many thanks Maurice for taking the time to do this. However it is still not possible to customise the state change for tickets which are closed without changing the notification for tickets which are set to pending. It may often be desirable to notify the customer:- "Now your ticket is closed, if you have further problems please call us back on 123456 or alternately email us at [EMAIL PROTECTED], please keep a note of this ticket/id number for future reference etc etc" OR "Your ticket has been set to state pending whilst we investigate this problem further, please check your email soon as we may need to contact you for further information, balh blah" I have filed a bug/feature request for this. Thanks Mike On 5/13/07, Maurice James (VA) <[EMAIL PROTECTED]> wrote: Here is the document that I tried to post to the list ___ 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/
Re: [otrs] Signature before reply message
Elias: Thanks! Worked great! The setup is a neat change from the 1.X and early 2.X series. I briefly started using Cerberbus in November 2006 but have returned to OTRS. The power and flexibility is great along with OTRS being open source. Michael Bush Elias Probst wrote: On Sunday 13 May 2007 07:36:51 Michael Bush wrote: How do you setup OTRS 2.1.7 to place the signature above the reply message instead of below? Go to -> SysConfig -> Group: Ticket -> Frontend::Agent::Ticket::ViewCompose -> Ticket::Frontend::ResponseFormat Change this to whatever you need. Currently, this only allows a global definition of this format, but I've already filed a request at bugs.otrs.org to make this configurable per queue: http://bugs.otrs.org/show_bug.cgi?id=1852 Regards, Elias P. ___ 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/ ___ 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/
Re: [otrs] Signature before reply message
On Sunday 13 May 2007 07:36:51 Michael Bush wrote: > How do you setup OTRS 2.1.7 to place the signature above the reply > message instead of below? Go to -> SysConfig -> Group: Ticket -> Frontend::Agent::Ticket::ViewCompose -> Ticket::Frontend::ResponseFormat Change this to whatever you need. Currently, this only allows a global definition of this format, but I've already filed a request at bugs.otrs.org to make this configurable per queue: http://bugs.otrs.org/show_bug.cgi?id=1852 Regards, Elias P. -- A really nice number: "09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0" signature.asc Description: This is a digitally signed message part. ___ 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/
