Re: [otrs] Changing Subject
Can this be changed from a parameter in Sysconfig? On 10/24/07, Kamal <[EMAIL PROTECTED]> wrote: > > Dear Nils, > > > AFAIK OTRS needs the ticket number in the subject to be able to keep > track of what ticket the message belongs to. > > The problem is that it not only appends the TT number, but it appends it > at the beginning of the subject. Is there way to force the "Re: > [Ticket#200710241039]" to be inserted at the end of the subject (or in > any place for that matter)? > > > What exactly don't they accept? > They don't accept except THEIR TT number to be at the beginning. I have no > idea what system they use. > > Regards > > On 10/24/07, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]> wrote: > > > > Kamal wrote: > > > > > Greetings, > > > I am using OTRS 2.1.6. > > > > > > When I am using Empty Response when replying to a TT, the default > > > subject is the following: > > > Re: [Ticket#200710241039] > > > > > > If I delete the from the subject & > > > send the email, the email is sent with the "Re: > > > [Ticket#200710241039]" appended automatically. > > > > > > How can I force OTRS not to change the subject that I send? > > > > > > > > > I need to do the above since some recipients don't accept message > > > except with specific subjects. > > > > > > > > Nils Breunese. > > > > ___ > > 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] Changing Subject
Dear Nils, > AFAIK OTRS needs the ticket number in the subject to be able to keep track of what ticket the message belongs to. The problem is that it not only appends the TT number, but it appends it at the beginning of the subject. Is there way to force the "Re: [Ticket#200710241039]" to be inserted at the end of the subject (or in any place for that matter)? > What exactly don't they accept? They don't accept except THEIR TT number to be at the beginning. I have no idea what system they use. Regards On 10/24/07, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]> wrote: > > Kamal wrote: > > > Greetings, > > I am using OTRS 2.1.6. > > > > When I am using Empty Response when replying to a TT, the default > > subject is the following: > > Re: [Ticket#200710241039] > > > > If I delete the from the subject & > > send the email, the email is sent with the "Re: > > [Ticket#200710241039]" appended automatically. > > > > How can I force OTRS not to change the subject that I send? > > > > > I need to do the above since some recipients don't accept message > > except with specific subjects. > > > > Nils Breunese. > > ___ > 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] Changing Subject
Greetings, I am using OTRS 2.1.6. When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#200710241039] If I delete the "Re: [Ticket#200710241039]" from the subject & send the email, the email is sent with the "Re: [Ticket#200710241039]" appended automatically. How can I force OTRS not to change the subject that I send? I need to do the above since some recipients don't accept message except with specific subjects. Regards ___ 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] Customized Response
It worked fine. thank you very much. On 10/4/07, Carlos <[EMAIL PROTECTED]> wrote: > > Hi Kamal, > You must enter as a admin user ([EMAIL PROTECTED]) and go to de admin area > where you can see a Sysconfig option. > > Carlos, > -- > *De:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *En nombre de * > Kamal > *Enviado el:* Miércoles, 03 de Octubre de 2007 05:18 p.m. > *Para:* User questions and discussions about OTRS.org > *Asunto:* Re: [otrs] Customized Response > > Dear Gabriele, > Thank you for your response. > What file exactly should I edit since I tried searching for files called > Sysconfig, ViewCompose, or ResponseFormat in the OTRS directory, but I > couldn't find them. > > Regards > > On 10/3/07, Gabriele D'Andrea <[EMAIL PROTECTED] > wrote: > > > > Take a look at SysConfig > > Ticket -> Frontend::Agent::Ticket::ViewCompose > > Ticket::Frontend::ResponseFormat: > > to customize response format > > > > Gabriele > > > > - Original Message - > > *From:* Kamal <[EMAIL PROTECTED]> > > *To:* otrs@otrs.org > > *Sent:* Wednesday, October 03, 2007 9:18 PM > > *Subject:* [otrs] Customized Response > > > > Greetings, > > I am using OTRS 2.1.6 > > > > When I'm using any kind of response linked to a queue, I'm getting the > > following inside the message: > > > > "" wrote: > > > > > > > > > > > > > > > > > > > > > How can I control the above or remove it? I just need what I write in > > the response to be displyed. > > > > Regards > > > > -- > > > > ___ > > 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/ > ___ 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] Customized Response
Dear Gabriele, Thank you for your response. What file exactly should I edit since I tried searching for files called Sysconfig, ViewCompose, or ResponseFormat in the OTRS directory, but I couldn't find them. Regards On 10/3/07, Gabriele D'Andrea <[EMAIL PROTECTED]> wrote: > > Take a look at SysConfig > Ticket -> Frontend::Agent::Ticket::ViewCompose > Ticket::Frontend::ResponseFormat: > to customize response format > > Gabriele > > - Original Message - > *From:* Kamal <[EMAIL PROTECTED]> > *To:* otrs@otrs.org > *Sent:* Wednesday, October 03, 2007 9:18 PM > *Subject:* [otrs] Customized Response > > Greetings, > I am using OTRS 2.1.6 > > When I'm using any kind of response linked to a queue, I'm getting the > following inside the message: > > "" wrote: > > > > > > > > > > > > > How can I control the above or remove it? I just need what I write in the > response to be displyed. > > Regards > > -- > > ___ > 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/
[otrs] Customized Response
Greetings, I am using OTRS 2.1.6 When I'm using any kind of response linked to a queue, I'm getting the following inside the message: "" wrote: > > > > > How can I control the above or remove it? I just need what I write in the response to be displyed. Regards ___ 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] Ticket Escalation
I am using OTRS 2.1.6 I have the escalation time for a queue set to 60 minutes. So when a new ticket is open, it will be escalated after 60 minutes if not handled. The problem is that when the ticket is answered by agent, the escalation time is reset to 60 minutes. How can I change the escalation time if the ticket is answered, for example keep it 60 minutes after it arrives & is not answered, but change the escalation time to 24 hours if it's answered & the customer doesn't answer. Thank you ___ 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/
