RE: [otrs] Some of my remaining OTRS questions.

Salvador Manzo

11 May 2007 11 May '07

12:58 p.m.

Inline for question 1 -----Original Message----- From: "Mike Dent" To: "User questions and discussions about OTRS.org" Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions. Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following. 1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed?

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Mike Dent

11 May 11 May

1:14 p.m.

New subject: Some of my remaining OTRS questions.

On 5/11/07, Salvador Manzo wrote:

...

Inline for question 1

-----Original Message----- From: "Mike Dent" To: "User questions and discussions about OTRS.org" Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions.

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following.

1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed?

So there is no "out of the box" way to send a "According to our records your ticket is resolved" type message when a ticket is closed? Hmmmm thanks Mike

...

Ok, enough for now, thanks in advance for any help.

Mike_______________________________________________ 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 Support or consulting for your OTRS system?

...
http://www.otrs.com/

Salvador Manzo

1:39 p.m.

New subject: Some of my remaining OTRS questions.

On 5/11/07 06:14, "Mike Dent" wrote:

...

On 5/11/07, Salvador Manzo wrote:

...
Inline for question 1

-----Original Message----- From: "Mike Dent" To: "User questions and discussions about OTRS.org" Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions.

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following.

1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed?

So there is no "out of the box" way to send a

"According to our records your ticket is resolved" type message when a ticket is closed?

Hmmmm

thanks Mike

To send ONLY "your ticket is resolved"? I don't think so. If there is, at least I haven't seen it.

...

...
Ok, enough for now, thanks in advance for any help.

Mike

----- Salvador Manzo Auxiliary Services IT, Datacenter University of Southern California

Maurice James Ny

1:51 p.m.

New subject: Some of my remaining OTRS questions.

Did you get the answer to your question? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 9:40 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions. On 5/11/07 06:14, "Mike Dent" wrote:

...

On 5/11/07, Salvador Manzo wrote:

...
Inline for question 1

-----Original Message----- From: "Mike Dent" To: "User questions and discussions about OTRS.org" Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions.

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following.

1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed?

So there is no "out of the box" way to send a

"According to our records your ticket is resolved" type message when a ticket is closed?

Hmmmm

thanks Mike

To send ONLY "your ticket is resolved"? I don't think so. If there is, at least I haven't seen it.

...

...
Ok, enough for now, thanks in advance for any help.

Mike

----- Salvador Manzo Auxiliary Services IT, Datacenter University of Southern California _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

Mike Dent

2:06 p.m.

New subject: Some of my remaining OTRS questions.

On 5/11/07, Maurice James Ny wrote:

...

Did you get the answer to your question?

Not really, please 'chip' in if you have more information :) Thanks Mike

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 9:40 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07 06:14, "Mike Dent" wrote:

...
On 5/11/07, Salvador Manzo wrote:

...
Inline for question 1

-----Original Message----- From: "Mike Dent" To: "User questions and discussions about OTRS.org" Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions.

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following.

1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed?

So there is no "out of the box" way to send a

"According to our records your ticket is resolved" type message when a ticket is closed?

Hmmmm

thanks Mike

To send ONLY "your ticket is resolved"? I don't think so. If there is, at least I haven't seen it.

...
...
Ok, enough for now, thanks in advance for any help.

Mike

----- Salvador Manzo Auxiliary Services IT, Datacenter University of Southern California

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

Maurice James Ny

4 p.m.

New subject: Some of my remaining OTRS questions.

You have to activate auto replies for closed tickets in the queue configuration screen -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Dent Sent: Friday, May 11, 2007 10:07 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions. On 5/11/07, Maurice James Ny wrote:

...

Did you get the answer to your question?

Not really, please 'chip' in if you have more information :) Thanks Mike

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 9:40 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07 06:14, "Mike Dent" wrote:

...
On 5/11/07, Salvador Manzo wrote:

...
Inline for question 1

-----Original Message----- From: "Mike Dent" To: "User questions and discussions about OTRS.org" Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions.

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following.

1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed?

ANY

...

...
...
status change, so if you use the Pending statuses, those will also be flagged.

So there is no "out of the box" way to send a

"According to our records your ticket is resolved" type message when a ticket is closed?

Hmmmm

thanks Mike

To send ONLY "your ticket is resolved"? I don't think so. If there is, at least I haven't seen it.

...
...
Ok, enough for now, thanks in advance for any help.

Mike

----- Salvador Manzo Auxiliary Services IT, Datacenter University of Southern California

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

Mike Dent

5:46 p.m.

New subject: Some of my remaining OTRS questions.

On 5/11/07, Maurice James Ny wrote:

...

You have to activate auto replies for closed tickets in the queue configuration screen

James, I dont see that option in the queue setup screen on 2.1.7 OTRS? I see options to notify customer on : owner change status change move ticket If I set the status change it does send a simple notification that ticket number whatever is closed, but ideally I'd like to be able to customise this message, the same way I can customise the message which is sent when the ticket is created. Perhaps this feature will be added in a future OTRS version? Thanks Mike

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Dent Sent: Friday, May 11, 2007 10:07 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07, Maurice James Ny wrote:

...
Did you get the answer to your question?

Not really, please 'chip' in if you have more information :)

Thanks

Mike

...
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 9:40 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07 06:14, "Mike Dent" wrote:

...
On 5/11/07, Salvador Manzo wrote:

...
Inline for question 1

-----Original Message----- From: "Mike Dent" To: "User questions and discussions about OTRS.org" Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions.

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following.

1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed?

ANY

...
...
...
status change, so if you use the Pending statuses, those will also be flagged.

So there is no "out of the box" way to send a

"According to our records your ticket is resolved" type message when a ticket is closed?

Hmmmm

thanks Mike

To send ONLY "your ticket is resolved"? I don't think so. If there is, at least I haven't seen it.

...
...
Ok, enough for now, thanks in advance for any help.

Mike

----- Salvador Manzo Auxiliary Services IT, Datacenter University of Southern California

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

Salvador Manzo

5:54 p.m.

New subject: Some of my remaining OTRS questions.

On 5/11/07 10:46, "Mike Dent" wrote:

...

On 5/11/07, Maurice James Ny wrote:

...
You have to activate auto replies for closed tickets in the queue configuration screen

James, I dont see that option in the queue setup screen on 2.1.7 OTRS?

I see options to notify customer on : owner change status change move ticket

If I set the status change it does send a simple notification that ticket number whatever is closed, but ideally I'd like to be able to customise this message, the same way I can customise the message which is sent when the ticket is created.

Perhaps this feature will be added in a future OTRS version?

Thanks Mike

You _can_ customize that. Admin Notification {language code}::Customer::StateUpdate <trimmed for space and readability> ----- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. manzo@usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 The injury which may possibly be done by defeating a few good laws, will be amply compensated by the advantage of preventing a number of bad ones. -- Alexander Hamilton, Federalist No. 73 on the veto power

Maurice James Ny

6:06 p.m.

New subject: Some of my remaining OTRS questions.

Status change. That’s the one that will notify the customer upon closing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 1:55 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions. On 5/11/07 10:46, "Mike Dent" wrote:

...

On 5/11/07, Maurice James Ny wrote:

...
You have to activate auto replies for closed tickets in the queue configuration screen

James, I dont see that option in the queue setup screen on 2.1.7 OTRS?

I see options to notify customer on : owner change status change move ticket

If I set the status change it does send a simple notification that ticket number whatever is closed, but ideally I'd like to be able to customise this message, the same way I can customise the message which is sent when the ticket is created.

Perhaps this feature will be added in a future OTRS version?

Thanks Mike

You _can_ customize that. Admin Notification {language code}::Customer::StateUpdate <trimmed for space and readability> ----- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. manzo@usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 The injury which may possibly be done by defeating a few good laws, will be amply compensated by the advantage of preventing a number of bad ones. -- Alexander Hamilton, Federalist No. 73 on the veto power _______________________________________________ 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 Support or consulting for your OTRS system? =http://www.otrs.com/

Mike Dent

8:47 p.m.

New subject: Some of my remaining OTRS questions.

On 5/11/07, Maurice James Ny wrote:

...

Status change. That's the one that will notify the customer upon closing

Just been trying this, problem is it send a response out when you open the ticket, presumably as the ticket is passed around the end user will start to receive several of these and knowing my user base they may become confused :) I think a special message on ticket close status is really needed. Thanks Mike

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 1:55 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07 10:46, "Mike Dent" wrote:

...
On 5/11/07, Maurice James Ny wrote:

...
You have to activate auto replies for closed tickets in the queue configuration screen

James, I dont see that option in the queue setup screen on 2.1.7 OTRS?

I see options to notify customer on : owner change status change move ticket

If I set the status change it does send a simple notification that ticket number whatever is closed, but ideally I'd like to be able to customise this message, the same way I can customise the message which is sent when the ticket is created.

Perhaps this feature will be added in a future OTRS version?

Thanks Mike

You _can_ customize that. Admin Notification {language code}::Customer::StateUpdate

<trimmed for space and readability> ----- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. manzo@usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 The injury which may possibly be done by defeating a few good laws, will be amply compensated by the advantage of preventing a number of bad ones. -- Alexander Hamilton, Federalist No. 73 on the veto power

_______________________________________________ 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 Support or consulting for your OTRS system? =http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system?

...
http://www.otrs.com/

Maurice James Ny

12 May 12 May

3:04 p.m.

New subject: Some of my remaining OTRS questions.

Customers will only receive a ticket on moving queues if you enable it. "Customer Move Notify". The Doc I sent you explains how to customize the close message. Am I missing something? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Dent Sent: Friday, May 11, 2007 4:47 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions. On 5/11/07, Maurice James Ny wrote:

...

Status change. That's the one that will notify the customer upon closing

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 1:55 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07 10:46, "Mike Dent" wrote:

...
On 5/11/07, Maurice James Ny wrote:

...
You have to activate auto replies for closed tickets in the queue configuration screen

James, I dont see that option in the queue setup screen on 2.1.7 OTRS?

I see options to notify customer on : owner change status change move ticket

If I set the status change it does send a simple notification that ticket number whatever is closed, but ideally I'd like to be able to customise this message, the same way I can customise the message which is sent when the ticket is created.

Perhaps this feature will be added in a future OTRS version?

Thanks Mike

You _can_ customize that. Admin Notification {language code}::Customer::StateUpdate

<trimmed for space and readability> ----- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. manzo@usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 The injury which may possibly be done by defeating a few good laws, will be amply compensated by the advantage of preventing a number of bad ones. -- Alexander Hamilton, Federalist No. 73 on the veto power

_______________________________________________ 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 Support or consulting for your OTRS system? =http://www.otrs.com/

_______________________________________________ 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 Support or consulting for your OTRS system?

...
http://www.otrs.com/

Mike Dent

6:16 p.m.

New subject: Some of my remaining OTRS questions.

On 5/12/07, Maurice James Ny wrote:

...

Customers will only receive a ticket on moving queues if you enable it. "Customer Move Notify". The Doc I sent you explains how to customize the close message. Am I missing something?

Hi, sorry I dont think I got that document? Where did you send it? Thanks Mike

Maurice James Ny

11:56 p.m.

New subject: Some of my remaining OTRS questions.

I posted it yesterday but the moderators have to release it because of the size. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Dent Sent: Saturday, May 12, 2007 2:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions. On 5/12/07, Maurice James Ny wrote:

...

Customers will only receive a ticket on moving queues if you enable it. "Customer Move Notify". The Doc I sent you explains how to customize the close message. Am I missing something?

Hi, sorry I dont think I got that document? Where did you send it? Thanks Mike _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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participants (3)

Maurice James Ny
Mike Dent
Salvador Manzo