Compose Answer (email)

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Re: [otrs] Postmaster filter: how...

yuan ywong

1 Mar 2010 1 Mar '10

2:15 a.m.

I create two Queues at my OTRS test system (2.4.7), and assign its Systemaddress, and "empty answer" and "test answer" added to the queue response [Responses <-> Queue], but there is not "Compose Answeer(email) can let me repose all tickets at these two queues. can you tell me what happen with these two queues and how to fix. thanks much!

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Justin Noel

1 Mar 1 Mar

2:06 p.m.

Email responses are only available when you are clicked on the articles that are "external email". Are you sure you are on the first article from the customer? Justin Noel http://www.calendee.com On Sun, Feb 28, 2010 at 8:15 PM, yuan ywong wrote:

...

I create two Queues at my OTRS test system (2.4.7), and assign its Systemaddress, and "empty answer" and "test answer" added to the queue response [Responses <-> Queue], but there is not "Compose Answeer(email) can let me repose all tickets at these two queues. can you tell me what happen with these two queues and how to fix. thanks much! --------------------------------------------------------------------- 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

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yuan ywong

2:21 p.m.

I tried to move the tickets to queue "Raw", "empty answer" is avaiable at Compose Answer. The ticket is send from a non systemmail address. I don't know if them are "external email". 2010/3/1 Justin Noel :

...

Email responses are only available when you are clicked on the articles that are "external email". Are you sure you are on the first article from the customer? Justin Noel http://www.calendee.com

On Sun, Feb 28, 2010 at 8:15 PM, yuan ywong wrote:

...
I create two Queues at my OTRS test system (2.4.7), and assign its Systemaddress, and "empty answer" and "test answer" added to the queue response [Responses <-> Queue], but there is not "Compose Answeer(email) can let me repose all tickets at these two queues. can you tell me what happen with these two queues and how to fix. thanks much! --------------------------------------------------------------------- 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

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yuan ywong

3:03 p.m.

I re-tested, and there is "empty answer" is avaiable of all of system queue tickets, but unavailable of my own added queues. 2010/3/1 yuan ywong :

...

I tried to move the tickets to queue "Raw", "empty answer" is avaiable at Compose Answer. The ticket is send from a non systemmail address. I don't know if them are "external email".

2010/3/1 Justin Noel :

...
Email responses are only available when you are clicked on the articles that are "external email". Are you sure you are on the first article from the customer? Justin Noel http://www.calendee.com

On Sun, Feb 28, 2010 at 8:15 PM, yuan ywong wrote:

...
I create two Queues at my OTRS test system (2.4.7), and assign its Systemaddress, and "empty answer" and "test answer" added to the queue response [Responses <-> Queue], but there is not "Compose Answeer(email) can let me repose all tickets at these two queues. can you tell me what happen with these two queues and how to fix. thanks much! --------------------------------------------------------------------- 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

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Nils Leideck - ITSM

9:33 p.m.

Hi, On 01.03.2010, at 16:03, yuan ywong wrote:

...

I re-tested, and there is "empty answer" is avaiable of all of system queue tickets, but unavailable of my own added queues.

you will have to assign the answers to the new queue in the admin panel in "Responses <-> Queues" Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

yuan ywong

2 Mar 2 Mar

8:12 a.m.

the answers are assigned to all my new queues, if there is any other setting need to do. thanks! 2010/3/2 Nils Leideck - ITSM :

...

Hi, On 01.03.2010, at 16:03, yuan ywong wrote:

I re-tested, and there is "empty answer" is avaiable of all of system queue tickets, but unavailable of my own added queues.

you will have to assign the answers to the new queue in the admin panel in "Responses <-> Queues"

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

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yuan ywong

8:24 a.m.

The problem is fixed, at "Responses <-> Queues", must select answers then submit. thanks much for all. 2010/3/2 yuan ywong

...

the answers are assigned to all my new queues, if there is any other setting need to do. thanks!

2010/3/2 Nils Leideck - ITSM :

...
Hi, On 01.03.2010, at 16:03, yuan ywong wrote:

I re-tested, and there is "empty answer" is avaiable of all of system queue tickets, but unavailable of my own added queues.

you will have to assign the answers to the new queue in the admin panel in "Responses <-> Queues"

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

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Justin Noel
Nils Leideck - ITSM
yuan ywong