[otrs] Request for return receipt or delivery status notification

[Jakub Szczepańczyk]

Hi,

is it already in OTRS Request for return receipt or delivery status 
notification for sending messages ?


--
Jakub Szczepańczyk
Inżynier Serwisu

Alfavox Sp. z o.o.
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[otrs] Ticket urgent

[Simon Allison]

Some help please, we are still on OTRS 3.2.2.

I tried to add a new template for new phone ticket,  - I clicked on the plus 
sign under new phone ticket.Did an update,  and now the whole Ticket navbar 
has gone!

So I removed the option, and did another update, but still missing,

Any help urgently !


Simon

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Re: [otrs] Request for return receipt or delivery status notification

[David Boyes]

Given that no email system reliably can deliver such a thing or can define what 
it actually means, I'm not sure it's all that useful. What does "delivered" 
mean? In the customer's inbox? Opened? Read? Understood (if you can do this 
one, you'd be super rich)?

> is it already in OTRS Request for return receipt or delivery status 
> notification
> for sending messages ?
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Re: [otrs] Request for return receipt or delivery status notification

[Susan Dittmar]

David Boyes schrieb:

Given that no email system reliably can deliver such a thing or can define what it 
actually means, I'm not sure it's all that useful. What does "delivered" mean? 
In the customer's inbox? Opened? Read? Understood (if you can do this one, you'd be super 
rich)?


is it already in OTRS Request for return receipt or delivery status notification
for sending messages ?


I guess the OP asks for a Disposition-Notification-To header in the mail OTRS 
sends. I am sure this is easy to add. No idea if it has been done though.


I would think long an deep before implementing it, though. It opens up a can of 
worms. If it works, which depends on the receiving side, OTRS will receive an 
answer to your agent's mail. As OTRS does not have much of a chance to know it's 
just the "has been received" notification (they look too different with 
different mail clients and different native language settings), the agent will 
be informed of a client's answer. Usually you only want such notification for 
human-sent replies. Those computer-sent replies will either result in your 
agents spending a lot of time coming back to tickets just because such recieved 
notifications came in, or it will result in your agents ignoring OTRS's 
notifications about a customer's reply, expecting it to be yet another received 
notification.




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Re: [otrs] Request for return receipt or delivery status notification

[David Boyes]

> I would think long an deep before implementing it, though. It opens up a can
> of worms. If it works, which depends on the receiving side, OTRS will receive
> an answer to your agent's mail. As OTRS does not have much of a chance to
> know it's just the "has been received" notification (they look too different
> with different mail clients and different native language settings), the agent
> will be informed of a client's answer. Usually you only want such notification
> for human-sent replies. Those computer-sent replies will either result in your
> agents spending a lot of time coming back to tickets just because such
> recieved notifications came in, or it will result in your agents ignoring 
> OTRS's
> notifications about a customer's reply, expecting it to be yet another
> received notification.

Yes, exactly my point. Anything that relies on the receiving system to 
interpret and respond to such a  request is pretty much useless for the purpose 
-- there's no reliable standard to indicate what such a response should look 
like, and no leverage to force system updates to implement such a thing even if 
it did exist. The extra noise in the tickets will just cause important messages 
to get lost in the noise for no visible gain.

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[otrs] How can add a button on a template?

[Sotiris]

Hello, 

I am new developer and I am trying to add a button on a template. Is there a 
developers framework where I can drag and drop a button onto a template and 
after that I can write my code at the click event? 


Thank you in advance and kind regards! 
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