[otrs] Reply-to field for Agent notification

Fri Jan 4 21:59:36 GMT 2008

Ok, now I understand, i believe it's possible to do this, I think you should 
configure a pop3 filter on incoming mails, that set the customer's address 
in the reply-to field for every new ticket.

Gabriele

----- Original Message ----- 
From: Christophe Pouillet
To: otrs at otrs.org
Sent: Thursday, January 03, 2008 5:28 PM
Subject: Re: [otrs] Reply-to field for Agent notification

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.
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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

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