Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support@example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support@example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Would appreciate any enlightenment. TIA. - Richard
On 07.08.09 13:32, Richard Stockton wrote:
Since I didn't get any answers the first time, I am sending this again with a third added strangeness...
Hi there,
I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior.
First: When a message is sent to OTRS via "support@example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support@example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. UPDATE: "Fixed" this by making the CC: blank. Not the best solution.
I'm not a pro but let me try with this first one: When you said "When the ticket is replied to, the TO address...", I assume you meant "the FROM address": if you get a message to support@example.com, you want to reply from support@example.com, don't you? What do you have in the "Systemaddress" parameter in the Queue Configuration Page for "support"? support@example.com? Mariano
Maybe this helps... http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=322 Guillermo -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Stockton Sent: Friday, August 07, 2009 4:32 PM To: otrs@otrs.org Subject: [otrs] To vs Cc, redeux Since I didn't get any answers the first time, I am sending this again with a third added strangeness... Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support@example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support@example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. UPDATE: "Fixed" this by making the CC: blank. Not the best solution. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? I would greatly appreciate any enlightenment at all. Do the OTRS developers read this list? TIA. - Richard --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
participants (3)
-
Guillermo Vargas-DellaCasa -
Mariano Mara -
Richard Stockton