this feature in SysConfig
Best Regards,
Sujeeva Tissaarachchi
*From:* claude
*To:* User questions and discussions about OTRS.
*Sent:* Thursday, 28 April 2016, 12:30
*Subject:* [otrs] Ticket re-opened by system
Hi,
For on
Thanks but it's the same ticket. I close it and it's re-opened every night
Message original
*Sujet: *[INTERNET] Re: [otrs] Ticket re-opened by system
*De : *Sujeeva Tissaarachchi
*Pour : *User questions and discussions about OTRS. ,
pref-o...@haute-garonne.gouv.
: [otrs] Ticket re-opened by system
Hi,
For one ticket, every night it's re-open by system. I close it and then
the next night, I have this lines are in history :
Lock Ticket verrouillé. - root@localhost (Administrateur
princ[..]) 26.04.2016 00:10:04
Misc Reset of unlock
Hi,
For one ticket, every night it's re-open by system. I close it and then
the next night, I have this lines are in history :
Lock Ticket verrouillé. - root@localhost (Administrateur
princ[..])26.04.2016 00:10:04
Misc Reset of unlock time. - root@localhost (Administra
Hello Ur,
because those are »options« and not »positional arguments«. This allows to
specify multiple TicketIDs and TicketNumbers on the same commandline.
Martin Gruner
Team Lead R&D
OTRS AG
Bahnhofplatz 1a
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Gesc
Hi,
There is a command line tool in OTRS 4 for deleting tickets:
otrs.TicketDelete.pl - delete tickets by number.
Copyright (C) 2001-2016 OTRS AG, http://otrs.com/
Usage: otrs.TicketDelete.pl [options]
Options are as follows:
--help display this option help
--T
Hi,
On OTRS 4, even if it wasn't officially supported, there was a way to
translate ticket types modifying the file AgentTicketPhone.tt (for Phone
tickets) adding a "Translate" around Data.Strg.
On OTRS 5, the same modification (I have the AgentTicketPhone.tt file in
Custom/Kernel/Output/HTML/Tem
Hi all, I write about this subject because I've found the solution and I
thought it would be useful to share with other users.
The key to obtain a working ticket type translation is to create a custom
AgentTicketPhone.tt and AgentTicketEmail.tt files.
After copying those files under /Custom/Outpu
In version 4 of OTRS we were able to use wildcards in the CustomerID field
under Ticket Filter for notifications. All of our customer IDs are prefixed
with a building code so we were able to use that to send out notifications to
outside emails (non agents) based on specific building. In versio
Hi Gerald,
yes, the option to have all languages in a string to be displayed togheter
is something that crossed my mind but as you said, is not much fun when you
have to deal with people that will take any opportunity to avoid the use of
a new instrument.
I'm actually using otrs 4.x, if I remembe
Not that this is that much fun, but if you can't translate it because the
code doesn't exist, you have an option to place translations in the
display, as long as any SysConfig defaults also hold the whole list:
default / Standard / défaut / defecto
May we know your version of OTRS that you're usi
Hi everyone, I know that until recently custom ticket types where not
automatically translated using the custom language files.
Since my OTRS (I've not had the chance to upgrade to 5 yet) is starting to
have agents from different countries, I need somehow to translate ticket
types because lots of
Hi,
19/11/2015 14:45 - Rose Dowson wrote: I want to know if I can create a
ticket just for validation I mean when I create a new ticket for an agent just
I need to reply with his validation not to let him write a text just click ok
or Not ok .
There is an option for OTRS solution can solve
Hi,
I want to know if I can create a ticket just for validation I mean when
I create a new ticket for an agent just I need to reply with his validation
not to let him write a text just click ok or Not ok .
There is an option for OTRS solution can solve my problem ?
I need your help please.
Hi. This is my first post here. We are running OTRS version 4.x. I would
like to know if there is a way to add a column to the Article Overview table
when viewing a ticket in ticket zoom.
The Article Overview has column fields such as:
NO. TYPEFROMSUBJECT CREATED
I would
Hi Guys,
Since upgrading to version 5, I am receiving notifications in german? This
used to be english! How to change this???
It just seems to be the notifications that have defaulted to the wrong
language.
Thanks
Alex
-
OTRS
@otrs.org
Subject: [otrs] Ticket History
Hello Nick,
Ticket-id is the OTRS internal id for a ticket and Ticket-Number is the
number of the ticket which an agent will see in the dashboard per example.
Ticket-ID will be seen as well in a notification e-mail, the included URL in
this e-mail will show
Hello Nick,
Ticket-id is the OTRS internal id for a ticket and Ticket-Number is the
number of the ticket which an agent will see in the dashboard per example.
Ticket-ID will be seen as well in a notification e-mail, the included URL in
this e-mail will show at the end the internal Ticket-ID.
If y
Hi,
1) TicketID != TicketNumber . You can get the TicketID via the URL, you
can see in the browser. Open the ticket and you should see something
like "Action=AgentTicketZoom;TicketID=..."
2) Maybe the agent didn't move the ticket himself/herself, but did an
action that triggered an event module or
On 8/20/2015 1:27 PM, jan.dre...@bertelsmann.de wrote:
Hi.
Am 20.08.2015 um 18:55 schrieb Nick Bright :
Is there any more detail for ticket history available in the database that
might not be in the UI?
I have a ticket which had its' ownership changed, and moved to another queue.
The Agent
Hi.
> Am 20.08.2015 um 18:55 schrieb Nick Bright :
>
> Is there any more detail for ticket history available in the database that
> might not be in the UI?
>
> I have a ticket which had its' ownership changed, and moved to another queue.
>
> The Agent whom the action was logged under states th
Is there any more detail for ticket history available in the database
that might not be in the UI?
I have a ticket which had its' ownership changed, and moved to another
queue.
The Agent whom the action was logged under states that they didn't take
the action, and all other queried employees
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 urg
On 2/11/2015 3:45 PM, Nick Bright wrote:
Greetings,
I'm having a bit of difficulty understanding why some tickets in our
OTRS deployment are remaining in a state of "new" even after multiple
phone call and/or email update items.
What could cause this to happen?
Just answered my own question
Greetings,
I'm having a bit of difficulty understanding why some tickets in our
OTRS deployment are remaining in a state of "new" even after multiple
phone call and/or email update items.
What could cause this to happen?
--
---
- Nick Bright
about OTRS.
Subject: [otrs] otrs ticket zoom behavior when changing queues
When an agent clicks a ticket in the dashboard to view the ticket contents. It
opens the ticket in the ticket zoom screen. If you then change the queue of
that ticket, it dumps you back to the dashboard where then then have to r
Hello
I don't understand why the date of OTRS server is correct (Wed Feb 4 16:56:33
CET 2015) , but the time shown in the tickets inside the dashboard is an hour
ahead.
Regards
Marco
-
OTRS mailing list: otrs - Webpage: http:/
When an agent clicks a ticket in the dashboard to view the ticket contents. It
opens the ticket in the ticket zoom screen. If you then change the queue of
that ticket, it dumps you back to the dashboard where then then have to re-open
the ticket to then respond to the issue.
Is there a way to
But AFAIK you can change this in the SysConfig if you would like to.
Regards
Mit freundlichen Grüßen
Daniel Litzbach
Security Support Engineer
Com-Sys ...Connecting Technology To Success.
Communication Systems Ges. für Netzwerktechnik mbH
Im Geisbaum 17 B - D-63329 Egelsbach
Tel: 06103 5983 3
Ah.
That explains everything. Thank you.
Lars
> Den 06/11/2014 kl. 16.50 skrev Mathias Bräunling
> :
>
> Hi,
>
> who is the customer? Is it yourself?
> Event Based Notifications do not work, if the agent and customer user have
> the same email address.
>
> --Mathias
>
>
>
> 17/10/201
Hi,
31/10/2014 23:30 - Mike Morris wrote: I want to make sure that no locked
ticket is ever unlocked by the system
as a result of a timeout - so that only Agent actions can result in an
unlock.
unlock times of tickets is a queue setting. You define it in minutes.
If you set the unlock time to 0 n
Hi,
who is the customer? Is it yourself?
Event Based Notifications do not work, if the agent and customer user have the
same email address.
--Mathias
17/10/2014 20:20 - Lars Jørgensen wrote: > To do what you need use
Notification event and chose Customer as destination for your especific event.
Hello everyone,
This message is to let you know that the problem was solved. I've used the
tag Gerald've suggested ( :
> Hi Gerald, you're right. Sorry about that. I'll be more specific next time.
>
> Objective: show the customer in the Survey message which ticket he/she
> will evaluate. I can al
Hi Gerald, you're right. Sorry about that. I'll be more specific next time.
Objective: show the customer in the Survey message which ticket he/she will
evaluate. I can already tell him the ticket number, because I've inserted
the tag . But a customer suggested to show also
the subject so that he/
Please (this is a personal request) refrain from saying "it didn't work".
In a sense, that would be obvious or else you wouldn't have posted. Telling
us and showing us what happened and why that wasn't what you
wanted/expected helps us make sure a response explicitly fixes what's
broken. (Which you
Hi there,
I'd like to insert the ticket subject in the Survey message. I was able to
insert the ticket number, but not the subject. I've tried
but it didn't work.
Any idea?
Caro(a) usuário(a),
Como você foi atendido? Avalie a qualidade do atendimento.
Chamado # -
Por favor, nos ajude a melh
hi all,
I have configured ticket close event, and in that keeping
OTRS_CUSTOMER_EMAIL as body. But when notification is sent, it contains some html tags like below
and does not contain any data. What could be the reason ? Or where/which file DO i
Maybe, unless a service and SLA are attached to the ticket, then the SLA
should follow the ticket.
On Jan 24, 2014 1:27 AM, "Darshak Modi" wrote:
> If ticket is escalated and moved to another queue, will it reset its
> solution time/escalation time to new queue ?
>
> Because we have L1/L2/L3 esca
If ticket is escalated and moved to another queue, will it reset its
solution time/escalation time to new queue ?
Because we have L1/L2/L3 escalation and we run agent based on crossing
solution time.
-
OTRS mailing list: otr
ZZZAuto.pm and ZZZAAuto.pm
On Mon, Dec 16, 2013 at 2:43 PM, Nick Bright wrote:
> On 12/16/2013 1:40 PM, LQ Marshall wrote:
>
>> Last I experienced this, it was due to incorrect file permissions. If you
>> need an immediate correction edit the file directly.
>>
> Which file is it?
>
>
> --
> ---
On 12/16/2013 1:40 PM, LQ Marshall wrote:
Last I experienced this, it was due to incorrect file permissions. If
you need an immediate correction edit the file directly.
Which file is it?
--
---
- Nick Bright-
- Vice P
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nick
Bright
Sent: Monday, December 16, 2013 1:28 PM
> On 12/15/2013 9:54 AM, Gerald Young wrote:
> > Ticket::Frontend::AgentTicketCompose###StateDefault
> >
> > Default value: open
> >
> > Defines the
On 12/15/2013 9:54 AM, Gerald Young wrote:
Ticket::Frontend::AgentTicketCompose###StateDefault
Default value: open
Defines the default next state of a ticket if it is composed /
answered in the ticket compose screen of the agent interface.
Thanks Gerald.
I did find that value was set for "ne
...@otrs.org] On Behalf Of Nick
Bright
Sent: Sunday, December 15, 2013 10:06 AM
To: otrs@otrs.org
Subject: [otrs] Ticket state:new even with many updates
Greetings,
I'm a little confused by something I've just noticed in my OTRS
installation.
I've a ticket 15 days old that has 9 upd
Ticket::Frontend::AgentTicketCompose###StateDefault
Default value: open
Defines the default next state of a ticket if it is composed / answered in
the ticket compose screen of the agent interface.
On Sun, Dec 15, 2013 at 4:05 AM, Nick Bright wrote:
> Greetings,
>
> I'm a little confused by so
Greetings,
I'm a little confused by something I've just noticed in my OTRS
installation.
I've a ticket 15 days old that has 9 updates, including phone-inbound,
phone-outbound, customer email-external, and agent email-external.
Despite all of this activity, the ticket state shows "new" under
I suppose anything's possible with enough time and programming, etc. Don't
expect this to work out of the box, though.
>From previous experience, any .pm dropped within
Kernel/System/Ticket/Number/ is available for selection.
Note that ticket number has, up until this request, been agnostic to w
We would like to use a different ticket number format per queue, not have
the single setting for the whole system. Is there a way for us to a) write
our own ticket number format and b) use a different format for each queue
in the system.
Regards
Jean
--
Renee B wrote:
On 29.08.2013 11:27, Susan Dittmar wrote:
I guess you misunderstood the question, Renee. [...]
Yes, that's what I answered ;-)
Ah, sorry, progress in OTRS again bit me in the posterior. I really hope I can
update our system someday soon, I *want* all those "new" features!!!
On 29.08.2013 11:27, Susan Dittmar wrote:
> I guess you misunderstood the question, Renee. If I read the question
> correctly, it's meant as "can I have GenericAgent perform a bash
> script on the ticket?".
Yes, that's what I answered ;-)
If you create a new GenericAgent, there is a section calle
Behalf Of Susan
Dittmar
Sent: Thursday, August 29, 2013 2:57 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] 'Ticket Commands'
I guess you misunderstood the question, Renee. If I read the question correctly,
it's meant as "can I have GenericAgent perform
I guess you misunderstood the question, Renee. If I read the question correctly,
it's meant as "can I have GenericAgent perform a bash script on the ticket?".
Haynes, I can't give an answer to the rephrased problem as above.
If I misread and it's just the question of executing the GenericAgent
You can run any command line command. So your cmd could look like
"/usr/bin/bash /path/to/your_script.sh".
- Renée
On 29.08.2013 10:21, haynes.da...@accenture.com wrote:
> Hi,
>
> What are the valid values possible in 'Ticket Commands' while creating a job
> in 'Generic Agent'. Can we run bash s
Hi,
What are the valid values possible in 'Ticket Commands' while creating a job in
'Generic Agent'. Can we run bash scripts using this feature?
I was looking to run some custom scripts while closing a ticket. Is this
possible? Your help is appreciated.
regards,
Haynes Davis
_
I have a queue for medical enquiries, which should be pre-sorted into
subqueues.
Currently I'm doing this using a postmaster-filter using
"(keyword1|keyword2|keyword3)" etc.
This works reasonably well, but what I thought is this:
* assign keywords to every queue
* check new mails for keywords,
it appears that refresh only works on ticket overview but not ticket zoom.
Correct me if I am wrong.
On Wed, Jul 3, 2013 at 2:19 PM, Roman Gelfand wrote:
> I am running otrs 3.2.7. The customer site is not refreshing ticket
> detail when a new note is added by the agent. The customer set
> ref
I am running otrs 3.2.7. The customer site is not refreshing ticket
detail when a new note is added by the agent. The customer set
refresh interval in preferences to 2 minutes.
Is there anything I need to do to make this work?
Thanks in advance
--
:) Thanks. I would've never guessed that. I really tried to read the
sources and determine where those configs take effect but haven't managed
to get an answer by myself
On Wed, Jun 26, 2013 at 3:45 PM, Gerald Young wrote:
> When viewing Queue or Status View in L mode (upper right hand corner o
When viewing Queue or Status View in L mode (upper right hand corner of the
list), there is an article selected to view. By default, it's the latest
article. However, if you want to view it in a method that shows, for
instance, the last customer response, or a note-report or note-summary,
here is w
Hi list,
Does anyone know where I can see the effect of this configuration?
Configuration: Ticket::Frontend::Overview::PreviewArticleTypeExpanded
Help text: Defines wich article type should be expanded when entering the
overview. If nothing defined, latest article will be expanded.
Thanks,
Bogda
Two customers, customer a and b, belong to the same company. It
appears that customer b could reply to customer a's ticket. How can't
I restrict customer b's access to customer a's tickets to read only?
Also, is there block a customer from changing ticket state (ie.. open,
closed successful, clo
I got my answer. I needed to make change in in appropriate .dtl.
Thanks
On Thu, Jun 6, 2013 at 10:15 AM, Roman Gelfand wrote:
> Outside of creating a ticket, I would like prevent a customer from
> changing ticket state. How do I do that?
>
> Thanks in advance
-
Outside of creating a ticket, I would like prevent a customer from
changing ticket state. How do I do that?
Thanks in advance
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To
Actually, I had installed it using apt on debian squeeze. The highest
version available is 2.4. It has pretty much everything I need, now.
Also, I have found the answer, As it turns out, I could create a
ticket as an agent.
Thanks,
On Thu, Jun 6, 2013 at 8:07 AM, Gerald Young wrote:
> Are yo
Are you a new user to an existing installation? If so, you should ask your
admin. If you've just installed OTRS, you should have installed 3.2.latest.
On Wed, Jun 5, 2013 at 9:23 PM, Roman Gelfand wrote:
> I am using otrs version 2.4 When logging in as agent, I can't seem to
> find a way to ad
I am using otrs version 2.4 When logging in as agent, I can't seem to
find a way to add a ticket. Is that by design? If not, could you let
me know how to do this.
Thanks in advance
-
OTRS mailing list: otrs - Webpage: http://ot
On 31 May 2013 18:33, Alf Delgado wrote:
> Forgot to add the link. Here it goes:
>
> [1]
> http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-agent-email-interface/
You have to pay for that add-on, it's not included in the OSS version.
---
On Fri, May 31, 2013 at 11:27 AM, Alf Delgado wrote:
> If you need to identify these e-mails as agent responses, or even
> perform further actions on the ticket, maybe you could use the Agent
> Email Interface add-on [1]. I haven't installed or used it, but it
> does look interesting.
Forgot to a
I'm not sure if I understand your question correctly, so do correct me
if I misunderstood.
Agents may reply to tickes over e-mail, keeping the ticket number in
the subject line, but the articles will get appended to the ticket
just like regular answers from customers.
If you need to identify thes
No, all agent replies have to be made via the agent web interface not via email.
On 27 May 2013 17:13, Kaushal Shriyan wrote:
> On Mon, May 27, 2013 at 8:16 PM, Gerald Young wrote:
>>
>> no. That would just create another article. But that article might have
>> the ticket flow if it's a reply.
On Mon, May 27, 2013 at 8:16 PM, Gerald Young wrote:
> no. That would just create another article. But that article might have
> the ticket flow if it's a reply.
>
>
Thanks Gerald. Apologies for not having explained in the first instance.
For example
Person A (End User/ Customer) shoots a email t
no. That would just create another article. But that article might have the
ticket flow if it's a reply.
On Mon, May 27, 2013 at 10:04 AM, Kaushal Shriyan
wrote:
> Hi,
>
> I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a
> way to append conversation in OTRS whenever any en
Hi,
I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a way
to append conversation in OTRS whenever any end customer replies to the
specific ticket keeping the subject line intact( also includes ticket #)?
Regards,
Kaushal
-
On v3.1 the ticket# must contain only digits. A new generator can be
created that assigns the last ~6 digits in different ranges based on
customer id.
On May 21, 2013 9:06 AM, "KalyanaChakravarthy MP" <
kalyanachakravarthy...@cybertech.com> wrote:
> hi,
>
> how to create ticket number Generation
hi,
how to create ticket number Generation based on company name or customerID. Any
possible way OTRS 3.2.1. can u anybody help me.
example
company name "XYZ" ticket number will be start like "company
name.date.ID.count" --> "XYZ20130510001" ,counter start like 1,
if other company
Ticket::Frontend::ComposeExcludeCcRecipients is also set to No.
On Wed, Apr 17, 2013 at 6:12 AM, Mailing List wrote:
> Is there any way to make that the default? 2.4 when you replied just
> included all CCed.
>
>
> On Wed, Apr 17, 2013 at 6:02 AM, Steven Carr wrote:
>
>> Select "Reply All" ins
Is there any way to make that the default? 2.4 when you replied just
included all CCed.
On Wed, Apr 17, 2013 at 6:02 AM, Steven Carr wrote:
> Select "Reply All" instead of "Reply" and it will include the CC addresses.
>
>
> On 17 April 2013 10:49, Mailing List wrote:
>
>> Hello,
>>
>> We have
You might also want to check SysConfig to see what this is set to...
Ticket -> Frontend::Agent::Ticket::ViewCompose ->
Ticket::Frontend::ComposeExcludeCcRecipients
On 17 April 2013 11:02, Steven Carr wrote:
> Select "Reply All" instead of "Reply" and it will include the CC addresses.
>
>
> On 1
Select "Reply All" instead of "Reply" and it will include the CC addresses.
On 17 April 2013 10:49, Mailing List wrote:
> Hello,
>
> We have recently upgraded our OTRS installation from version 2.4, to
> version 3.2. One issue that we have come across which is kind of urgent, is
> that when cra
Hello,
We have recently upgraded our OTRS installation from version 2.4, to
version 3.2. One issue that we have come across which is kind of urgent, is
that when crafting a reply, it only replies to the original sender, not
anyone in the CC or BCC fields. This unfortunately causes many headaches
w
The table called ticket.
Hint: read the column/field names and make a somewhat educated guess that
the fields hold ids that match to tables of similar names that hold columns
that have values that represent the thing being sought.
In other words: Read the tables and column names. Get hints from t
Hi,
I want ticket details per queue and total.
Like, total tickets per queue, open tickets per queuelike that.
From which tables can I get that?
--
Darshak Modi | Elitecore Technologies
Telecom Practices- India
Office: 079-26405600 | +91-9909008245
Skype: darshakamodi
--
From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* 15 March 2013 PM 12:12
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Ticket Escalation
>
> ** **
>
> New and closed successful are
Young
Sent: 15 March 2013 PM 12:12
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket Escalation
New and closed successful are mutually exclusive states.
On Mar 15, 2013 1:12 AM, "Darshak Modi" wrote:
Hey guys,
May be this a silly question, but I am evaluatin
New and closed successful are mutually exclusive states.
On Mar 15, 2013 1:12 AM, "Darshak Modi" wrote:
> Hey guys,
>
> ** **
>
> May be this a silly question, but I am evaluating OTRS and I am not
> technical that strong.
>
> ** **
>
> I have created demo tickets, with Queue based escal
Can it be because I have enabled Escalation emails in GenericAgent.pm?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Darshak Modi
Sent: 15 March 2013 AM 10:39
To: 'User questions and discussions about OTRS.'
Subject: [otrs] Ticket Escalation
Hey guys,
May be this a silly question, but I am evaluating OTRS and I am not
technical that strong.
I have created demo tickets, with Queue based escalation, Now I had closed
the tickets, their state is new and closed successful.
Still I am receiving escalation emails for those ticket
Yes that right , they will have double notifications...
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
Sent: 06 March 2013 PM 09:13
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
> All ag
:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Ticket update and reply via mail only
>
> ** **
>
> "Test is alias, so when mail comes, the agents in the alias will get
> the mail"
>
> Well, this is a problem, right off the bat. There
Pl check comments/queries inline.
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
Sent: 06 March 2013 PM 06:21
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
"Test is alias, so when mail
"Test is alias, so when mail comes, the agents in the alias will get the
mail"
Well, this is a problem, right off the bat. There's no ticket number yet.
OTRS will just create tickets. If the agents respond to this, they are
either going to respond to t...@test.com (why? The customer sent an email,
Darshak Modi schrieb:
The case is
1. Customer sends an email to t...@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may man
-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Steven Carr
Sent: 06 March 2013 PM 04:11
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
But that's not what he asked...
"via email client, to any clients or others&quo
Steven Carr schrieb:
But that's not what he asked...
Maybe. Then I misunderstood, and still misunderstand, him.
So he wants the response sent from the agent (via email) to then be
emailed out to the client/customer. OTRS "free" does not do this. It
will update the case but the actual client/c
Darshak Modi schrieb:
If ticket number is kept, then the value in to or cc or bcc field doesn't
make sense, and same ticket is getting updated?
Correct.
It will update the ticket and that all updating is kept within OTRS if some
wants to reply/check through web interface right ?
Right.
Hop
But that's not what he asked...
"via email client, to any clients or others"
So he wants the response sent from the agent (via email) to then be
emailed out to the client/customer. OTRS "free" does not do this. It
will update the case but the actual client/customer will be none the
wiser that the
-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Susan Dittmar
Sent: 06 March 2013 PM 03:56
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only
Steven Carr schrieb:
> The "free" version doesn't support this. Agent
Steven Carr schrieb:
The "free" version doesn't support this. Agents have to reply via the
web interface.
That's not entirely true. Agents *can* reply via mail client, but then OTRS
thinks it's a customer's answer. This "customer"'s answer will be added to the
ticket as usual if the ticket nu
The "free" version doesn't support this. Agents have to reply via the
web interface.
Steve
On 6 March 2013 09:34, Darshak Modi wrote:
> Hi All,
>
>
>
> I am looking for system where
>
> . Customer mails and a ticket is created. [ customer send mail to mail alias
> ]
>
>
>
> As the mail is to Ma
Hi All,
I am looking for system where
. Customer mails and a ticket is created. [ customer send mail to mail alias
]
As the mail is to Mail Alias, group member will get it.
He should also be notified via OTRS for ticket creation.
The agent will reply to the mail [ received from otrs ,wit
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