Manage Queue-Auto Response Relations

Hi After solving the POP3S problems, Now my new otrs installatino is working with a couple problems : 1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations but I have no idea how to do next, I tried to send email to support email, ticket is created, and admin get notificatin about this ticket. But user did not receive any auto response. Some thing is missing? 2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings? Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer Is there any How To Docs or ebook available? Thanks Yuan ------------

Hi Yuan, You're nearly there :-) Go to Admin -> Auto Responses. Here you *create* your responses *Then* go to Admin -> Queue-Auto Response Relations. Here you *link* your auto responses to your queues Lars ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Yuan Yudistira Sent: Thursday, December 16, 2010 6:02 AM To: User questions and discussions about OTRS. Subject: [otrs] Manage Queue-Auto Response Relations Hi After solving the POP3S problems, Now my new otrs installatino is working with a couple problems : 1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations but I have no idea how to do next, I tried to send email to support email, ticket is created, and admin get notificatin about this ticket. But user did not receive any auto response. Some thing is missing? 2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings? Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer Is there any How To Docs or ebook available? Thanks Yuan ------------

Thank you for your quick response,
But I get there, but don't know how to link auto response to queue.
Here I attached the screen shot.
There is a list of auto response and list of queue,
if I click one of those auto response or queue,
it will take me to edit window ....
please guide me what to click? :)
Thanks
Yuan
------------
On Thu, Dec 16, 2010 at 1:15 PM, Lars Jørgensen
Hi Yuan,
You're nearly there :-)
Go to Admin -> Auto Responses. Here you *create* your responses
*Then* go to Admin -> Queue-Auto Response Relations. Here you *link* your auto responses to your queues
Lars
------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Yuan Yudistira *Sent:* Thursday, December 16, 2010 6:02 AM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Manage Queue-Auto Response Relations
Hi
After solving the POP3S problems,
Now my new otrs installatino is working with a couple problems :
1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations
but I have no idea how to do next,
I tried to send email to support email, ticket is created, and admin get notificatin about this ticket.
But user did not receive any auto response.
Some thing is missing?
2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings?
Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer
Is there any How To Docs or ebook available?
Thanks
Yuan
------------
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Hi Yuan, Two things. "Responses" and "Auto Responses" are entirely different things. You want a response to automatically be sent to a customer - that's Auto Responses.
From your screen shot I can see you're working with "Responses", and "Queue <-> Responses". That's the wrong place.
So, go ahead and create an Auto Response of the type "auto reply".
Then go to "Queue <-> Auto Responses" and click on a queue on the left side. In the next screen, select your previously created Auto Response in the "auto reply/new ticket" field.
________________________________
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Yuan Yudistira
Sent: Thursday, December 16, 2010 9:16 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Manage Queue-Auto Response Relations
Thank you for your quick response,
But I get there, but don't know how to link auto response to queue.
Here I attached the screen shot.
There is a list of auto response and list of queue,
if I click one of those auto response or queue,
it will take me to edit window ....
please guide me what to click? :)
Thanks
Yuan
------------
On Thu, Dec 16, 2010 at 1:15 PM, Lars Jørgensen

Oh .. ok I understand now,
there is drop down menu where i can choose which auto response for any queue
...
thanks again
YY
------------
On Thu, Dec 16, 2010 at 5:17 PM, Lars Jørgensen
Hi Yuan,
Two things. "Responses" and "Auto Responses" are entirely different things. You want a response to automatically be sent to a customer - that's Auto Responses.
From your screen shot I can see you're working with "Responses", and "Queue <-> Responses". That's the wrong place.
So, go ahead and create an *Auto Response* of the type "auto reply".
Then go to "Queue <-> Auto Responses" and click on a queue on the left side. In the next screen, select your previously created Auto Response in the "auto reply/new ticket" field.
------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Yuan Yudistira *Sent:* Thursday, December 16, 2010 9:16 AM
*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Manage Queue-Auto Response Relations
Thank you for your quick response, But I get there, but don't know how to link auto response to queue.
Here I attached the screen shot.
There is a list of auto response and list of queue, if I click one of those auto response or queue, it will take me to edit window ....
please guide me what to click? :)
Thanks
Yuan
------------
On Thu, Dec 16, 2010 at 1:15 PM, Lars Jørgensen
wrote: Hi Yuan,
You're nearly there :-)
Go to Admin -> Auto Responses. Here you *create* your responses
*Then* go to Admin -> Queue-Auto Response Relations. Here you *link* your auto responses to your queues
Lars
------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Yuan Yudistira *Sent:* Thursday, December 16, 2010 6:02 AM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Manage Queue-Auto Response Relations
Hi
After solving the POP3S problems,
Now my new otrs installatino is working with a couple problems :
1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations
but I have no idea how to do next,
I tried to send email to support email, ticket is created, and admin get notificatin about this ticket.
But user did not receive any auto response.
Some thing is missing?
2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings?
Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer
Is there any How To Docs or ebook available?
Thanks
Yuan
------------
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Hi Yuan Sorry, I missed your second question. Go to Admin -> SysConfig -> Core and look for the configuration item called FQDN. Lars ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Yuan Yudistira Sent: Thursday, December 16, 2010 6:02 AM To: User questions and discussions about OTRS. Subject: [otrs] Manage Queue-Auto Response Relations Hi After solving the POP3S problems, Now my new otrs installatino is working with a couple problems : 1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations but I have no idea how to do next, I tried to send email to support email, ticket is created, and admin get notificatin about this ticket. But user did not receive any auto response. Some thing is missing? 2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings? Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer Is there any How To Docs or ebook available? Thanks Yuan ------------

This answer is very clear ...
Thank you .. it solved my questin ;)
YY
------------
On Thu, Dec 16, 2010 at 1:18 PM, Lars Jørgensen
Hi Yuan
Sorry, I missed your second question. Go to Admin -> SysConfig -> Core and look for the configuration item called FQDN.
Lars
------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Yuan Yudistira *Sent:* Thursday, December 16, 2010 6:02 AM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Manage Queue-Auto Response Relations
Hi
After solving the POP3S problems,
Now my new otrs installatino is working with a couple problems :
1. How to manage AutoResponse to Queue, I go to Admin >> Queue-Auto Response Relations
but I have no idea how to do next,
I tried to send email to support email, ticket is created, and admin get notificatin about this ticket.
But user did not receive any auto response.
Some thing is missing?
2. In Agent notificatino, I get something like this : https://yourhost.example.com/otrs/ How to change this settings?
Sorry I tried to look at http://doc.otrs.org/3.0/en/html/ but not found any answer
Is there any How To Docs or ebook available?
Thanks
Yuan
------------
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participants (2)
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Lars Jørgensen
-
Yuan Yudistira