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
Martin..Works perfectly!! No more loops! :)
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M
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket Update
YES! :)
-Martin
On 01.09.2009, at 22:30, Timothy J. Deerinck wrote:
> Martin,
>
> Thanks for the reply back. Does the fix address the issue I was
> talking about though? When a note would be added
boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of Martin Edenhofer
Sent: Tuesday, September 01, 2009 10:11 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket Update
Hi Tim,
that's funny. I did the same by fixing Bug# 4149 - The "TicketCreate"
ev
Sent: Tuesday, September 01, 2009 10:11 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket Update
Hi Tim,
that's funny. I did the same by fixing Bug# 4149 - The "TicketCreate"
event, used for event based notification, did not have access to
Article at
Hi Tim,
that's funny. I did the same by fixing Bug# 4149 - The "TicketCreate"
event, used for event based notification, did not have access to
Article attributes due to the creation time of the article. The sender
of the original article could not be used in the notification (http://bugs.ot
Hello,
I am trying to find a way to use Event Notifications to send activity updates
to users (not just the agent or customer user). I setup a Notification with
"Add Note" as the trigger, and it created a very nasty loop sending hundreds of
e-mails since it reported the notification as anothe
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