February 2006 - dev - OTRS mailing lists

How to terminate my subscription
by jeff Lam 07 Feb '06

07 Feb '06

Hi all, I am no longer using or developing otrs but I am getting emails from other people's questions all the time. How can I terminate mine and stop getting any more emails? Thanks, Jeff jeffcflam(a)yahoo.com --------------------------------- Yahoo! Mail - Helps protect you from nasty viruses.

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RE: [dev] Variables that I can use in queue customer notifications messages
by cesar sanchez 03 Feb '06

03 Feb '06

Thanks Steff, it's been very useful that information, but even with that, I don't find the way to put in a notification an internal note made by an agent, that don't answer a ticket with the empty answer link, doing it with the close link. My customer needs to receive all the information that it'll be possible, and if an agent close a ticket with the close link, it'll receive just the queue change state notification, with some information, and it doesn't include the internal note that the agent puts into the article. It's that possible? To pass an internal note to an automatic Queue notification template? Thanks. with > Hi list. > > > > I'm using OTRS as HELPDESK dispatcher in my company, but I've got a > problem with QUEUE Notifications. I need to customize a message, based > on the ticket created by the customer on its email, and to put the > internal note that the agent puts in, into the automatic ticket state > change notification, because some agents are closing tickets without > filling up an empty answer, just with the close link, and the customer > needs a little bit more information about its ticket resolution. > > > > There is a list of Variables that can I use with automatic queues > notifications to customize it, like <OTRS_VARIABLE_XXXXX> to include in > that message??? Because I've tried a lot and nothing works. Or do I > need to modify something to access those internal notes and answers to > pass them in the notification to the customer? > > > > Thanks... > > > > > > CESAR AUGUSTO SANCHEZ > > Network Engineer. > > Hypertec Systèmes > > Montreal > > > >

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Variables that I can use in queue customer notifications messages
by cesar sanchez 03 Feb '06

03 Feb '06

Hi list. I'm using OTRS as HELPDESK dispatcher in my company, but I've got a problem with QUEUE Notifications. I need to customize a message, based on the ticket created by the customer on its email, and to put the internal note that the agent puts in, into the automatic ticket state change notification, because some agents are closing tickets without filling up an empty answer, just with the close link, and the customer needs a little bit more information about its ticket resolution. There is a list of Variables that can I use with automatic queues notifications to customize it, like <OTRS_VARIABLE_XXXXX> to include in that message??? Because I've tried a lot and nothing works. Or do I need to modify something to access those internal notes and answers to pass them in the notification to the customer? Thanks... CESAR AUGUSTO SANCHEZ Network Engineer. Hypertec Systèmes Montreal

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