Hi Lance,
1: You can order the fields in the response by changing the
Ticket::Frontend::ResponseFormat template via Admin > SysConfig >
Frontend::Agent::Ticket::ViewCompose. Just move the fields around in a
way you feel is appropriate for your customers.
"Outlook-style" or "TOFU" (text over, full quote under) is:
$QData{"Salutation"}
$QData{"StdResponse"}
$QData{"Signature"}
$TimeShort{"$QData{"Created"}"} - $QData{"OrigFromName"} $Text{"wrote"}:
$QData{"Body"}
2: When you reply to a message via OTRS, by default all addressees of
the initial email will also receive a reply. For instance, if the
original email from Bob was addressed to OTRS, and to Joe, Jim and
John, OTRS will reply to Bob, Joe, Jim and John.
The problem here is to do this, OTRS will have to know what it's own
email address is.
You have to add any incoming email addresses to Admin > Email
Adresses, if you do that, OTRS will no longer send replies to itself.
--
Michiel Beijen
R&D
OTRS AG
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T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
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CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS
at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm
On Wed, Jan 13, 2010 at 7:00 PM, Lance Larson
Have a few questions on a new install. Questions about response formatting and a system response notification mail loop.
1) When clicking on a custom customer staff Response under "Compose Answer (email)" inside a ticket. The customer response message is always below the salutation (which I can understand) but ALSO under the customer's previous message. Is there a way to remove the customer's previous message or change its position in the response (file to edit?)?
2) When replying with followup to a customer ticket, both the answer we provided and the standard customer acknowledgement email "This email confirms that we have received your follow-up ...." are both provided to us again as "You got a follow up!" notification messages. Appears OTRS send and from address are the same and it replies to itself. Known issue, known fix, or workaround with mail filter exclude?
Appreciate any feedback.
Highest Regards,
Lance Larson, Ph.D. President and CEO Larson Corporation, Inc. A California Corporation
Phone: (949)-682-1200 x 101 Mobile: (949)-204-6062 E-mail: lance@larsoncorporation.com Website: http://www.larsoncorporation.com
The information in the email is confidential, and intended solely for the addressee. Access to this email by anyone else is unauthorized. Any copying or further distribution beyond the original recipient is not intended, and may be unlawful. The opinions enclosed are those of the sender, and do not necessarily reflect those of Larson Corporation, Inc.
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