[otrs] Re: a few questions about customizing auto-reply and ticket status

Le Thu, 9 Aug 2007 10:46:50 +0200 Martin Hamant écrivait:

Hi !

I am testing OTRS to see if it can be suitable for our needs.

1) About Auto-reply feature: I have set defaults auto-reply messages (follow-up, reply ...) but I can't make the "reject" one to work. If a customer reply by email to a closed ticked, it just reopen it. What I am expecting for in that case is rejecting with the messages:

"Your previous ticket is closed.

-- Your follow up has been rejected. --

Please create a new ticket.

Your OTRS Team"

whether than reopen it !

What am I doing wrong ?

Fixed ! Sometimes the simple thing to write down a question in a ML make the solution appears ... It was properties in "queue" that has to be set.

2) Subject on customer follow-up and available variables

- On the bottom of the auto-reply properties screen, there are some variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... etc). Is details for the wildcards in OTRS_TICKET_* are documented somewhere ?

- On customer follow-up, becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_*

I'm still working in that : help would be appreciated ! :) -- Martin