a few questions about customizing auto-reply and ticket status

Martin Hamant

9 Aug 2007 9 Aug '07

8:46 a.m.

Hi ! I am testing OTRS to see if it can be suitable for our needs. 1) About Auto-reply feature: I have set defaults auto-reply messages (follow-up, reply ...) but I can't make the "reject" one to work. If a customer reply by email to a closed ticked, it just reopen it. What I am expecting for in that case is rejecting with the messages: "Your previous ticket is closed. -- Your follow up has been rejected. -- Please create a new ticket. Your OTRS Team" whether than reopen it ! What am I doing wrong ? 2) Subject on customer follow-up and available variables - On the bottom of the auto-reply properties screen, there are some variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... etc). Is details for the wildcards in OTRS_TICKET_* are documented somewhere ? - On customer follow-up, becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_* Thank you !! -- Martin

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Martin Hamant

9 Aug 9 Aug

9:16 a.m.

Le Thu, 9 Aug 2007 10:46:50 +0200 Martin Hamant écrivait:

...

Hi !

I am testing OTRS to see if it can be suitable for our needs.

1) About Auto-reply feature: I have set defaults auto-reply messages (follow-up, reply ...) but I can't make the "reject" one to work. If a customer reply by email to a closed ticked, it just reopen it. What I am expecting for in that case is rejecting with the messages:

"Your previous ticket is closed.

-- Your follow up has been rejected. --

Please create a new ticket.

Your OTRS Team"

whether than reopen it !

What am I doing wrong ?

Fixed ! Sometimes the simple thing to write down a question in a ML make the solution appears ... It was properties in "queue" that has to be set.

...

2) Subject on customer follow-up and available variables

- On the bottom of the auto-reply properties screen, there are some variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... etc). Is details for the wildcards in OTRS_TICKET_* are documented somewhere ?

- On customer follow-up, becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_*

I'm still working in that : help would be appreciated ! :) -- Martin

Martin Hamant

9:24 a.m.

Le Thu, 9 Aug 2007 11:16:34 +0200 Martin Hamant écrivait:

...

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2) Subject on customer follow-up and available variables

- On the bottom of the auto-reply properties screen, there are some variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... etc). Is details for the wildcards in OTRS_TICKET_* are documented somewhere ?

Found it: it was the French translation which is incomplete. I found details by switching to English !

...

...
- On customer follow-up, becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_*

I'm still working in that : help would be appreciated ! :)

unfortunately properties available doesn't help for what I need :( -- Martin

Martin Hamant

9:52 a.m.

Le Thu, 9 Aug 2007 11:24:22 +0200 Martin Hamant écrivait:

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...
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- On customer follow-up, becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_*

I'm still working in that : help would be appreciated ! :)

unfortunately properties available doesn't help for what I need :(

Fixed... I found the answer by importing the mailman ML mbox archive in my mail client, and then performing searchs. I found in a mail (21/06/06) which list all availables properties, and point out a FAQ link (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=70) , which is dead :P Hopefully, the man has posted value as plain text in his answer, I repost here today because I think it could be usefull for someone: --------------- Unfortunately it seems not all are working correctly.... a) All params of the latest customer article: e. g. [...] Also possibe but depends on used action: (for note or owner update comments) [...] b) All possible OTRS config settings: e. g. [...] c) Ticket owner options: e. g. [...] d) Options of the current user who requested this action: e. g. [...] e) Options of the current customer user data of this ticket: e. g. [...] Note: For more tags have a look into your "CustomerUser" Kernel/Config.pm options. All tags under "Map => [...]" are possible. f) Options of the ticket data: e. g. -- Martin

Gabriele D'Andrea

27 Aug 27 Aug

11:07 a.m.

New subject: a few questions about customizing auto-reply and ticketstatus

Hi Martin, I've found the current FAQ links to notification parms For OTRS 2.1 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 For OTRS 2.2 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 Bye Gabriele ----- Original Message ----- From: "Martin Hamant" To: Sent: Thursday, August 09, 2007 11:52 AM Subject: [otrs] Re: a few questions about customizing auto-reply and ticketstatus Le Thu, 9 Aug 2007 11:24:22 +0200 Martin Hamant écrivait:

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...
...
- On customer follow-up, becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_*

I'm still working in that : help would be appreciated ! :)

unfortunately properties available doesn't help for what I need :(

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Gabriele D'Andrea
Martin Hamant