[otrs] Reply-to field for Agent notification

Thu Jan 3 17:28:35 GMT 2008

Hi Gabriella,

thank you for your answer and by the way happy new year to you and to
all list members.
Reading your answer, it seems that you're talking about setting up
notifications for customers or agents.
This already works upon ticket creation (for example). Agent are
notified by OTRS system.
The fact is that customer details (email) is in the notification subject
or in the body.
Sorry if I'm repeating my request but I want to be sure that we are
talking about the same thing.
What we would like is to have the notification header 'reply-to' field
setup with the customer email.
Then an agent would just have to 'reply to' directly to the customer
from the OTRS notication email.

Did you ever configure your OTRS with such mecanism (an agent directly
answers to customer through ticket creation notification reply-to) ?
If so, we would be very interested to get more infos from you (what and
where to setup/ modify the perl code).

thank you in advance for your lights,
Regards,
Chris.
>
> Yeah, this is possible.
> Moreover, if you properly configure the auto-reply and notifications 
> functions, it' sufficient to write emails to otrs only, then the customers 
> and/or the agents will be notified by mail by the system itself.
> Only, the agents still need to login to the system to close the tickets, 
> change the state of the tickets, and do other administrative operations
>
> Gabriele
>
> ----- Original Message ----- 
> From: "Christophe Pouillet" <cpouillet at exosec.fr>
> To: <otrs at otrs.org>
> Sent: Wednesday, December 26, 2007 5:08 PM
> Subject: [otrs] Reply-to field for Agent notification
>
>
>   
>> Hi there,
>>
>>
>> We try to setup a working OTRS system for our support team. These guys
>> are mainly supporting our customers through email, spending most of their
>> time at customers sites with no web access.
>>
>> We would like to use OTRS to manage tickets but we are stuck with an
>> usage problem.
>>
>> We would like our agents to be able to directly answer the customer
>> request after a new ticket creation.
>> For that we thought about having the reply-to agent notification field
>> setup with the customer email.
>> Doing so, an agent could directly answer to the customer (with a 'cc' to
>> otrs system).
>>
>> Does anyone ever tried or solved this ?
>> TIA for your help,
>>
>> Best regards and happy new year.
>> Chris.
>> _______________________________________________
>> 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/
>>
>>
>>
>>
>>
>>
>>     
>
>
> ------------------------------
>
> Message: 6
> Date: Thu, 3 Jan 2008 08:31:06 +0100
> From: "Peter Hoogkamer" <peter.hoogkamer at gmail.com>
> Subject: Re: [otrs] The system crashes
> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
> Message-ID:
> 	<73aa5bd40801022331h653dc50bna157965fd53acae0 at mail.gmail.com>
> Content-Type: text/plain; charset=ISO-8859-1
>
> Hello Gabriele,
>
> I am using a Windows 2003 server. It's a hp blade server, but had a
> test system running on a standard dell desktop (dimension e520) and
> had no problems there.
>
> Gr.
>
> Peter
>
> 2008/1/2, Gabriele D'Andrea <gabriele.dandrea at ecohmedia.com>:
>   
>> What Windows OS are you using?
>>
>> Previously I was running a test environment on a Windows XP box, and
>> sometimes I had to restart Apache, seemed like it took most of the system
>> memory then stopped responding. However it was only notebook with little
>> resources, and I didn't troubleshoot it cause we moved to a new linux
>> server.
>>
>> Gabriele
>>
>> ----- Original Message -----
>> From: "Antonio Sarmiento " <asarmiento at mi.cl>
>> To: <otrs at otrs.org>
>> Sent: Thursday, December 27, 2007 9:23 PM
>> Subject: Re: [otrs] The system crashes
>>
>>
>> Anyway I copy the file, and the error does not occur again,but the system is
>> still whit the problem.
>> I check all the logs file with the date of the day (apache and mysql) and I
>> dind´t find any error at time the systems stpos ??
>>
>> Somebody has another hints more than change to Linux.
>>
>> I Remeber Peter is running over the same winn 2003 server like us, but
>> without
>> problems.
>>
>> what other file can I check ?
>> What may be falling Apache ? Mysql ?, OTRS ?
>>
>> where in OTRS may I check what is running ??
>>
>> Thanks again
>>
>> Antonio
>>
>>
>>
>>     
>>> Date: Thu, 27 Dec 2007 14:49:46 +0400
>>> From: Mike Lykov <combr at reg.ru>
>>> Subject: Re: [otrs] The system  crashes
>>> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
>>> Message-ID: <200712271449.46281.combr at reg.ru>
>>> Content-Type: text/plain;  charset="utf-8"
>>>
>>> Ð' Ñ?Ð¾Ð¾Ð±Ñ?ÐµÐ½Ð¸Ð¸ Ð¾Ñ, Thursday 27 December 2007 04:44:58 Antonio
>>> Sarmiento Ð½Ð°Ð¿Ð¸Ñ?Ð°Ð»(Ð°):
>>>       
>>>> [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not
>>>> exist: C:/OTRS/Apache2/htdocs/favicon.ico
>>>>         
>>>> There are 2 errors the first was at 11:43 an the second error at 11:57
>>>> but
>>>> the system stop al 12:09 more less ??
>>>>         
>>> don't bother this file isn't needed
>>>
>>> Mike
>>>
>>>
>>>       
>> _______________________________________________
>> 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 at otrs.org
> http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
> End of otrs Digest, Vol 54, Issue 3
> ***********************************
>   

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