I can't do that, since this installation does not offer external access. But it allows external customers to send mail to it. That is why we don't want to include otrs links in replies to these customers. -- Lars Den 05/07/2011 kl. 14.12 skrev "Gerald Young" mailto:crythias@gmail.com>: What I did was tell my lan DNS to point to the same domain name as external. On Tue, Jul 5, 2011 at 6:38 AM, Lars Jørgensen <mailto:lajo@kb.dklajo@kb.dkmailto:lajo@kb.dk> wrote: Hi, We have and internal OTRS site that most of our customers access. The links to access their tickets only works on our corporate network. A few customers are external to our network. The auto replies going to them also says that they can "click this link to see you ticket". Except, they can't. Is there an easy way to have multiple auto-replies on a queue and select the correct based on e.g. email domain in the customer's ticket? I was thinking of letting postmaster sort the external mails to a different queue with a different auto-reply. That would work, but would give us two queues. -- Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs http://lists.otrs.org/cgi-bin/listinfo/otrs

Hi Michiel, Event based notifications appears to be the answer to my problem! Thank you for suggesting this. Lars -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, July 05, 2011 11:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Differentiated auto-replies Hi Lars, I guess the only way around this limitation while using auto-replies would be to have the two queues as you describe, and maybe a generic agent job that runs every N minutes to push the tickets over to the other queue. Obviously this is not the nicest solution. The other, and in my opinion best, way to solve it is to NOT use the autoreplies. If you would go to notification (event) and create an event based notification, you can add conditions that only send it to internal people with the link, and even create a second notification to send to external people saying "hi, thanks for logging a ticket, your reference number is A123" without the link to the customer portal. Regards, Mike On Tue, Jul 5, 2011 at 17:47, Lars Jørgensen wrote:

I can't do that, since this installation does not offer external access. But it allows external customers to send mail to it. That is why we don't want to include otrs links in replies to these customers.

-- Lars Den 05/07/2011 kl. 14.12 skrev "Gerald Young" :

What I did was tell my lan DNS to point to the same domain name as external.

On Tue, Jul 5, 2011 at 6:38 AM, Lars Jørgensen wrote:

...

Hi, We have and internal OTRS site that most of our customers access. The links to access their tickets only works on our corporate network. A few customers are external to our network. The auto replies going to them also says that they can "click this link to see you ticket". Except, they can't. Is there an easy way to have multiple auto-replies on a queue and select the correct based on e.g. email domain in the customer's ticket? I was thinking of letting postmaster sort the external mails to a different queue with a different auto-reply. That would work, but would give us two queues.

-- Lars --------------------------------------------------------------------- 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

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