Re: [otrs] PhoneView question

On Friday, February 06, 2004 10:12 AM henry@metroweb.co.za wrote:

...

Hello

I must be missing something here - does the facility exist to change the auto-response email sent to a client when you create an entry for an existing ticket using phoneview?

I know it uses the default auto-response for a new ticket, but this is incorrect. Where on earth can this be modified, if at all?

You create an AutoResponse via http://localhost/otrs/index.pl?Action=AdminAutoResponse. They are set per queue, not per ticket. Additionally, they don't apply to entries created via PhoneView.

PhoneView is not meant to be used to sent the customer a mail. You're talking to the customer, that's it.

If you want to send the customer a reply via email, you need to "Compose Answer (email)" and either use the empty template or a canned response. You create those canned responses via http://localhost/otrs/index.pl?Action=AdminResponse and assign them to the specific queues via http://localhost/otrs/index.pl?Action=AdminQueueResponses.

hth,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Thanks for the response. That's pretty much how we're using it - successfully (damn fine product too). Is it possible to *initiate* a ticket? That is, starting a ticket without waiting for an email from the client to start the process. This would be useful for starting the conversation from our end (and of course keeping track of the subsequent correspondence). ciao Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440