How to ignore "Autoreply: I'm on holiday!"
Hi. Is there a prescribed way of ignoring these messages from our customers? When we close a ticket, it often gets reopened by their auto-responders. I only want to ignore them if the ticket is actually closed. -- Lars
Hi Lars Ignoring out-of-office replays may have another impact. Assume the following: You send a response to the customer to asking her to do some tests and give feedback. You set the state of the ticket to wait three days (pending reminder, or pending auto close+) - if you ignoring the out-of-office replay of the customer, the ticket will be closed or reminded after three days, but she is still in vacation... if you not allow to reopen a closed ticket, she have to open a new ticket after vacation, starting from scratch. - if you allow o-o-o replays,, you will know she is on vacation and you can set the reminder / closing time to wait until she is back. For our needs, to allow o-o-o replays is the better way to get the customer satisfaction. Regards, Bruno -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Thursday, June 26, 2008 4:34 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] How to ignore "Autoreply: I'm on holiday!" Hi. Is there a prescribed way of ignoring these messages from our customers? When we close a ticket, it often gets reopened by their auto-responders. I only want to ignore them if the ticket is actually closed. -- Lars _______________________________________________ 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/
Hi Bruno, I'm aware that ignoring OoO replies on open tickets would be bad. But I was looking for a way to ignore them on *closed* tickets so they won't get opened again by OoO replies. -- Lars
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klaus Bruno Sent: Friday, June 27, 2008 8:56 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How to ignore "Autoreply: I'm on holiday!"
Hi Lars
Ignoring out-of-office replays may have another impact. Assume the following: You send a response to the customer to asking her to do some tests and give feedback. You set the state of the ticket to wait three days (pending reminder, or pending auto close+)
- if you ignoring the out-of-office replay of the customer, the ticket will be closed or reminded after three days, but she is still in vacation... if you not allow to reopen a closed ticket, she have to open a new ticket after vacation, starting from scratch.
- if you allow o-o-o replays,, you will know she is on vacation and you can set the reminder / closing time to wait until she is back.
For our needs, to allow o-o-o replays is the better way to get the customer satisfaction.
Regards, Bruno
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Thursday, June 26, 2008 4:34 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] How to ignore "Autoreply: I'm on holiday!"
Hi.
Is there a prescribed way of ignoring these messages from our customers? When we close a ticket, it often gets reopened by their auto-responders.
I only want to ignore them if the ticket is actually closed.
-- Lars _______________________________________________ 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? =ttp://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? =ttp://www.otrs.com/
Lars, You can disable reopening of closed tickets in general. If you want that only OoO replays cannot reopen closed tickets but normal answers can and OoO replays are welcome to not closed tickets... I think this can be hard to realize. Regards, Bruno -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Friday, June 27, 2008 10:32 AM To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] How to ignore "Autoreply: I'm on holiday!" Hi Bruno, I'm aware that ignoring OoO replies on open tickets would be bad. But I was looking for a way to ignore them on *closed* tickets so they won't get opened again by OoO replies. -- Lars
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klaus Bruno Sent: Friday, June 27, 2008 8:56 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How to ignore "Autoreply: I'm on holiday!"
Hi Lars
Ignoring out-of-office replays may have another impact. Assume the following: You send a response to the customer to asking her to do some tests and give feedback. You set the state of the ticket to wait three days (pending reminder, or pending auto close+)
- if you ignoring the out-of-office replay of the customer, the ticket will be closed or reminded after three days, but she is still in vacation... if you not allow to reopen a closed ticket, she have to open a new ticket after vacation, starting from scratch.
- if you allow o-o-o replays,, you will know she is on vacation and you can set the reminder / closing time to wait until she is back.
For our needs, to allow o-o-o replays is the better way to get the customer satisfaction.
Regards, Bruno
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Thursday, June 26, 2008 4:34 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] How to ignore "Autoreply: I'm on holiday!"
Hi.
Is there a prescribed way of ignoring these messages from our customers? When we close a ticket, it often gets reopened by their auto-responders.
I only want to ignore them if the ticket is actually closed.
-- Lars _______________________________________________ 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? =p://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? =p://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/
participants (2)
-
Klaus Bruno -
Lars Jørgensen