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" To: 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/

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Message: 6 Date: Thu, 3 Jan 2008 08:31:06 +0100 From: "Peter Hoogkamer" Subject: Re: [otrs] The system crashes To: "User questions and discussions about OTRS.org" Message-ID: <73aa5bd40801022331h653dc50bna157965fd53acae0@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 :

...

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 " To: 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 Subject: Re: [otrs] The system crashes To: "User questions and discussions about OTRS.org" Message-ID: <200712271449.46281.combr@reg.ru> Content-Type: text/plain; charset="utf-8"

Ð' Ñ?ообÑ?ении оÑ, Thursday 27 December 2007 04:44:58 Antonio Sarmiento напиÑ?ал(а):

...

[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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