Request for return receipt or delivery status notification
Hi, is it already in OTRS Request for return receipt or delivery status notification for sending messages ? -- Jakub Szczepańczyk Inżynier Serwisu Alfavox Sp. z o.o. ul. 1 Maja 17 43-300 Bielsko-Biała Tel.: +48 33 822 43 06 Fax: +48 33 822 43 06 e-mail: j.szczepanczyk@alfavox.pl www.alfavox.pl Alfavox Sp. z o.o., 43-300 Bielsko-Biała, ul. 1 Maja 17, wpisana przez Sąd Rejonowy w Bielsku-Białej do rejestru przedsiębiorców VIII Wydziału Gospodarczego Krajowego Rejestru Sądowego pod numerem KRS 0000223533, NIP: 547-201-50-75, o kapitale zakładowym 50000zł opłaconym w całości.
Given that no email system reliably can deliver such a thing or can define what it actually means, I'm not sure it's all that useful. What does "delivered" mean? In the customer's inbox? Opened? Read? Understood (if you can do this one, you'd be super rich)?
is it already in OTRS Request for return receipt or delivery status notification for sending messages ?
David Boyes schrieb:
Given that no email system reliably can deliver such a thing or can define what it actually means, I'm not sure it's all that useful. What does "delivered" mean? In the customer's inbox? Opened? Read? Understood (if you can do this one, you'd be super rich)?
is it already in OTRS Request for return receipt or delivery status notification for sending messages ?
I guess the OP asks for a Disposition-Notification-To header in the mail OTRS sends. I am sure this is easy to add. No idea if it has been done though. I would think long an deep before implementing it, though. It opens up a can of worms. If it works, which depends on the receiving side, OTRS will receive an answer to your agent's mail. As OTRS does not have much of a chance to know it's just the "has been received" notification (they look too different with different mail clients and different native language settings), the agent will be informed of a client's answer. Usually you only want such notification for human-sent replies. Those computer-sent replies will either result in your agents spending a lot of time coming back to tickets just because such recieved notifications came in, or it will result in your agents ignoring OTRS's notifications about a customer's reply, expecting it to be yet another received notification. -- Susan Dittmar, CIO - CCD and CMOS devices EURECA Messtechnik GmbH for science, space and military Eupenerstr. 150 customized and standard parts 50933 Köln - lenses and optical filters Germany - thermoelectric devices - consulting services phone: +49 (0)221 / 952629 - 0 fax: +49 (0)221 / 952629 - 9 email: Susan.Dittmar@eureca.de Handelsreg. Eintrag / Register entry : HRB 28609 Amtsgericht Köln USt.-IdNr. / VAT number : DE 186 063 293 Steuernummer / tax number : 223 / 5805 / 2511 Geschäftsführung / Management : J. Beckers, K. Sengebusch Diese Mitteilung erfolgt vertraulich und nur zur Kenntnisnahme durch die hierfür vorgesehenen Personen. Sollten Sie die Mitteilung irrtümlich erhalten haben, ist jede Weitergabe, Kopie oder Nutzung des Inhalts unzulässig. Bitte benachrichtigen Sie in diesem Fall den Absender und löschen Sie diese Nachricht und alle Anhänge dazu unverzüglich. This message is confidential and intended only for the exclusive use by particular persons. If you have received it by mistake, any review, copying, use or dissemination in whole or in part is strictly prohibited. Please notify the sender and delete this message and all its attachments from your system.
I would think long an deep before implementing it, though. It opens up a can of worms. If it works, which depends on the receiving side, OTRS will receive an answer to your agent's mail. As OTRS does not have much of a chance to know it's just the "has been received" notification (they look too different with different mail clients and different native language settings), the agent will be informed of a client's answer. Usually you only want such notification for human-sent replies. Those computer-sent replies will either result in your agents spending a lot of time coming back to tickets just because such recieved notifications came in, or it will result in your agents ignoring OTRS's notifications about a customer's reply, expecting it to be yet another received notification.
Yes, exactly my point. Anything that relies on the receiving system to interpret and respond to such a request is pretty much useless for the purpose -- there's no reliable standard to indicate what such a response should look like, and no leverage to force system updates to implement such a thing even if it did exist. The extra noise in the tickets will just cause important messages to get lost in the noise for no visible gain.
participants (3)
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David Boyes -
Jakub Szczepańczyk -
Susan Dittmar