waa, thx a lot, at last i can solve my problem 1st, but my 2nd problem still have a problem... i will explain my problem details: henche@yahoo.com --> admin hehe@yahoo.com --> user when user send a ticket for admin, it works and success, but when admin want to reply the message, from: hehe@yahoo.com to: henche@yahoo.com that's the problem. why the textfield in the subject from isn't admin, but user. it should be from admin. i'm confuse about that. could u give me some detail explanation and a tips for solve my problem? sorry, because i'm newbie for OTRS and i'll have a lot of questions to ask u... thx - HM - --- Matthias Wegner wrote:

Hello Henche,

to see a queue with open/new tickets your account needs "rw" rigths to the group of the queue.

The reply address of an answerer depends on the queue the ticket is in. Go to the administration of queue and check the sysadress field. If your mailaddress is not in the drop down list, add it in the administration of "email adresses".

Greetings MW

henche muliawan wrote:

...

i need ur help,

i have problem, why i'cant receive mail from admin? in my account, only show "my queues" and another queues didn't show in my account. and i have problem with reply message from user, ex: i'm login to admin account, and i can receive message from user, i want to reply it, but in this menu "To : Re: xxxx" is wrong address, this address show my admin address just like send to my self...

pls give me solution to fix my problem ASAP...

thx. - Henche Muliawan -

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...

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i've seen system address paramater of admin queue and say "henche@yahoo.com (admin)". would u give me tutorial or screen shot how custom message with admin and user? thx a lot to help my problem. thx, - HM - --- Matthias Wegner wrote:

Hi Henche,

every queue uses exactly one email address when you answere tickets from that queue. The address for outgoing mail of a queue is configured at the queue parameters. Otherway around the addess for ingoing mail and wich queue to put the mail is configured at the pop3account or email parameters.

So check the "systemaddress" parameter of your admin queue. I bet it will say "hehe@yahoo.com".

MW

henche muliawan wrote:

...

waa, thx a lot, at last i can solve my problem 1st, but my 2nd problem still have a problem... i will explain my problem details:

henche@yahoo.com --> admin hehe@yahoo.com --> user

when user send a ticket for admin, it works and success, but when admin want to reply the message,

...

from: hehe@yahoo.com to: henche@yahoo.com

that's the problem. why the textfield in the

subject

...

from isn't admin, but user. it should be from admin. i'm confuse about that.

could u give me some detail explanation and a tips for solve my problem? sorry, because i'm newbie for OTRS and i'll have a lot of questions to ask u...

thx - HM -

--- Matthias Wegner wrote:

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ic ic... sorry, i don't read the documentation carefully, hehe... at last i've solved this problem... thx 4 ur help... and i want to ask u again,... why the web customer interface didn't show incoming message from agent, like alert or something like alert? i've to find the reply message from agent, and not i think it's not friendly... are there customization or setting to give information about this? thx.. --- Matthias Wegner wrote:

Hi Henche,

sorry, but i dont understand your question now. Are admin and user different queues ? Or do you use only one queue and two agent accounts ? For better understanding please give the following Informations:

Users(Agents) an their group access rigths Queues and their group and systemaddress Mailaddresses and their ingoing queue

MW

henche muliawan wrote:

...

would u give me tutorial or screen shot how custom message with admin and user? thx a lot to help my problem.

thx, - HM -

--- Matthias Wegner wrote:

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