On Monday, May 03, 2004 12:34 PM
Thorsten Philipp
1. Customer Notification Emails Where can we change them ?
Copy the default entries from Kernel/Config/Defaults.pm to Kernel/Config.pm and change them there.
Is it possible to remove the Hyperlink ?
Yes, see above.
Is it easy/possible to include the ticket subject in the notification subject or at least the body ?
This is not possible atm, sorry. Contact sales@otrs.de if you need it implemented soon.
2. "Ist das Ticket beantwortet" What does this switch do ? It is found on the Email Reply Form
Switch to english, it should then display: 'Is the ticket answered' When checked, the ticket is marked as answered, and therefore no longer in 'new' state.
3. "Pending Auto close" What happens if a ticket is set to "warten auf erfolgreich schließen" and the time expires ? Currently only the timer in the ticket properties changes to negative times. Shouldn't it close the ticket ?
In most cases, yes.
If not. How could we realize this ?
If a ticket is locked, it won't close. Additionally, you have to take care that the Cron jobs are running, which are performing the action. See the docs and the files `find /opt/otrs -name *ron*`.
4. Attachments When forwarding a mail there's no way adding an attachment. Is that a fact ?
Yes.
Are there plans extending the attachment feature ? Our agents would like to add more than one attachment from time to time.
This is already planned. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388