Hi all, I need somebody that points me into the right direction. I have set-up a customer notification for Pending Auto Close + and -, basically saying that the incident will be closed in 24h if nobody opposes. Works perfect, though some people tend to ignore these messages and respond to the notification even after it is closed. What I'd like to have would be one of the 2 following. option a.) When a mail is send to a closed ticket, the mail bounces, and the sender receives a notification that his case is closed and he please removes the ticket number from the subject and sends that mail again. option b.) The mail does not bounce but a new case is created and OTRS replaces the ticket number in the subject. Thank you for any assistance!!! -- * Julian
Dear all, I think I got it myself, I had my head to stuck up in the notification area that I forgot the Auto respones. Thanks anyway!! Julian On 16/08/2010 12:20, Julian Junge wrote:
Hi all,
I need somebody that points me into the right direction. I have set-up a customer notification for Pending Auto Close + and -, basically saying that the incident will be closed in 24h if nobody opposes. Works perfect, though some people tend to ignore these messages and respond to the notification even after it is closed.
What I'd like to have would be one of the 2 following.
option a.) When a mail is send to a closed ticket, the mail bounces, and the sender receives a notification that his case is closed and he please removes the ticket number from the subject and sends that mail again.
option b.) The mail does not bounce but a new case is created and OTRS replaces the ticket number in the subject.
Thank you for any assistance!!!
--
*
Julian
-- * Julian Junge * Training & Support * julian.junge@futurlink.com mailto:julian.junge@futurlink.com FuturLink Distrito 22@ C/Almogàvers 107-119 08018 Barcelona, SPAIN T.+34 933008866 F.+34 934851318 Futurlink - Inspiring Mobile Media http://www.futurlink.com ---------------------------------------------------------------------------------------- The information in this e-mail and in any attachments is confidential and solely for the attention and use of the named addressee(s). You are hereby notified that any dissemination, distribution or copy of this communication is prohibited without the prior written consent of FUTURLINK. If you have received this communication in error, please, notify the sender by reply e-mail ---------------------------------------------------------------------------------------- Este correo electrónico y, en su caso, cualquier fichero anexo al mismo, contiene información de carácter confidencial exclusivamente dirigida a su destinatario o destinatarios. Queda prohibida su divulgación, copia o distribución a terceros sin la previa autorización escrita de FUTURLINK. En el caso de haber recibido este correo electrónico por error, se ruega notificar inmediatamente esta circunstancia mediante reenvío a la dirección electrónica del remitente.
On 20100816 at 06:26 AM Julian Junge typed...
option a.) When a mail is send to a closed ticket, the mail bounces, and the sender receives a notification that his case is closed and he please removes the ticket number from the subject and sends that mail again.
You could create a reply directing the user what he/she needs to do. In this case ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to reject. Create/Modify appropriate Auto-Queue response to respond with the appropriate verbiage. On 20100816 at 06:26 AM Julian Junge typed...
option b.) The mail does not bounce but a new case is created and OTRS replaces the ticket number in the subject.
Configure the Follow-up option for the queue - ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to New Ticket Create/Modify appropriate Auto-Response<-->Queue responder to respond with a message indicating the ticket has been opened under a new ticket. I think there are default auto-responses available when you initially configure these options, but customizing the auto-responder is IMO a highly recommended step.
Hi LQ, thank you for your response. I took the Auto Response <-> Queue option, in the Auto Reponse Managment I created my message, then set the *Type: *to "auto reject". But right now I'm a little frustrated as it doesn't work out as supposed to. In the queue management I set the Follow Up option to "reject" ... Any idea? Julian On 16/08/2010 15:45, LQ Marshall wrote:
On 20100816 at 06:26 AM Julian Junge typed...
option a.) When a mail is send to a closed ticket, the mail bounces, and the sender receives a notification that his case is closed and he please removes the ticket number from the subject and sends that mail again.
You could create a reply directing the user what he/she needs to do. In this case ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to reject.
Create/Modify appropriate Auto-Queue response to respond with the appropriate verbiage.
On 20100816 at 06:26 AM Julian Junge typed...
option b.) The mail does not bounce but a new case is created and OTRS replaces the ticket number in the subject.
Configure the Follow-up option for the queue - ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to New Ticket
Create/Modify appropriate Auto-Response<-->Queue responder to respond with a message indicating the ticket has been opened under a new ticket.
I think there are default auto-responses available when you initially configure these options, but customizing the auto-responder is IMO a highly recommended step.
-- * Julian
participants (2)
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Julian Junge -
LQ Marshall