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Re: [otrs] Mail download stopped...

Muhammad El-Sergani

2 Apr 2011 2 Apr '11

3:09 a.m.

Hi all, When replying to tickets, using OTRS 3, the system automatically adds: 03/24/2011 18:12 - XYZ wrote: Is there no way to edit this, to include full details, such as those provided when replying using MS Office Outlook for example? Thanks and Best Regards, Muhammad El-Sergani.

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Nils Leideck

2 Apr 2 Apr

12:44 p.m.

Dear Muhammad, On 02.04.2011, at 05:09, Muhammad El-Sergani wrote:

When replying to tickets, using OTRS 3, the system automatically adds:

03/24/2011 18:12 - XYZ wrote:

Is there no way to edit this, to include full details, such as those provided when replying using MS Office Outlook for example?

you should have a look into SysConfig -> Ticket -> Frontend::Agent::ViewCompose, there you can define the ResponseFormat. Maybe you can just modify the style here to fit your needs. Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project

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Muhammad El-Sergani

3 Apr 3 Apr

9:33 a.m.

Thanks Nils, Well, I checked that but couldn't reach anything, I couldn't find where to include the required style. This is what the system uses in its replies: "04/02/2011 08:47 - Muhammad El-Sergani wrote:" And I would like it to reply using the following header: -------- Original Message -------- Subject: Re: Original TT From: XXX To: YYY CC: ZZZ Date: 17/3/2011 3:10 PM Is that possible, or can you provide any means to do so? That would be very much appreciated. Thanks and Best Regards, Muhammad El-Sergani. On Sat, Apr 2, 2011 at 2:44 PM, Nils Leideck wrote:

Dear Muhammad,

On 02.04.2011, at 05:09, Muhammad El-Sergani wrote:

...
When replying to tickets, using OTRS 3, the system automatically adds:

03/24/2011 18:12 - XYZ wrote:

Is there no way to edit this, to include full details, such as those provided when replying using MS Office Outlook for example?

you should have a look into SysConfig -> Ticket -> Frontend::Agent::ViewCompose, there you can define the ResponseFormat. Maybe you can just modify the style here to fit your needs.

Cheers, Nils

-- Nils Leideck http://webint.cryptonode.de / a Fractal project

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Nils Leideck

10:49 a.m.

Dear Muhammad, I ata least can tell you that the Subject is available in the QData{“Subject”} variable. You have to try and error with the other details. On 03.04.2011, at 11:33, Muhammad El-Sergani wrote:

Well, I checked that but couldn't reach anything, I couldn't find where to include the required style.

This is what the system uses in its replies:

"04/02/2011 08:47 - Muhammad El-Sergani wrote:"

And I would like it to reply using the following header:

-------- Original Message -------- Subject: Re: Original TT From: XXX To: YYY CC: ZZZ Date: 17/3/2011 3:10 PM

Is that possible, or can you provide any means to do so? That would be very much appreciated.

Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project

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Muhammad El-Sergani

9 Apr 9 Apr

7:49 a.m.

Hi Nils, Could you please tell me where that is? On Sunday, April 3, 2011, Nils Leideck wrote:

Dear Muhammad, I ata least can tell you that the Subject is available in the QData{“Subject”} variable.You have to try and error with the other details. On 03.04.2011, at 11:33, Muhammad El-Sergani wrote: Well, I checked that but couldn't reach anything, I couldn't find where to include the required style.

This is what the system uses in its replies:

"04/02/2011 08:47 - Muhammad El-Sergani wrote:"

And I would like it to reply using the following header:

-------- Original Message --------Subject: Re: Original TTFrom: XXX To: YYY CC: ZZZ Date: 17/3/2011 3:10 PM

Is that possible, or can you provide any means to do so? That would be very much appreciated. Cheers, Nils

-- Nils Leideckhttp://webint.cryptonode.de / a Fractal project

-- Thanks and Best Regards, Muhammad El-Sergani.

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Nils Leideck

12:14 p.m.

Hi Muhammad, SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose -> ResponseFormat Cheers, Nils On 09.04.2011, at 09:49, Muhammad El-Sergani wrote:

Hi Nils, Could you please tell me where that is?

On Sunday, April 3, 2011, Nils Leideck wrote:

...
Dear Muhammad, I ata least can tell you that the Subject is available in the QData{“Subject”} variable.You have to try and error with the other details. On 03.04.2011, at 11:33, Muhammad El-Sergani wrote: Well, I checked that but couldn't reach anything, I couldn't find where to include the required style.

This is what the system uses in its replies:

"04/02/2011 08:47 - Muhammad El-Sergani wrote:"

And I would like it to reply using the following header:

-------- Original Message --------Subject: Re: Original TTFrom: XXX To: YYY CC: ZZZ Date: 17/3/2011 3:10 PM

Is that possible, or can you provide any means to do so? That would be very much appreciated. Cheers, Nils

-- Nils Leideckhttp://webint.cryptonode.de / a Fractal project

--

Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

-- Nils Leideck http://webint.cryptonode.de / a Fractal project

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Muhammad El-Sergani

12:39 p.m.

Thanks Nils, Would it be too much if I ask for the editable variables for this? I'm trying hard to check for that, but to no avail. Any help or pointers would be very highly appreciated. Thanks and Best Regards, Muhammad El-Sergani. On Sat, Apr 9, 2011 at 2:14 PM, Nils Leideck wrote:

Hi Muhammad,

SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose -> ResponseFormat

Cheers, Nils

On 09.04.2011, at 09:49, Muhammad El-Sergani wrote:

...
Hi Nils, Could you please tell me where that is?

On Sunday, April 3, 2011, Nils Leideck wrote:

...
Dear Muhammad, I ata least can tell you that the Subject is available in the QData{“Subject”} variable.You have to try and error with the other details. On 03.04.2011, at 11:33, Muhammad El-Sergani wrote: Well, I checked that but couldn't reach anything, I couldn't find where to include the required style.

This is what the system uses in its replies:

"04/02/2011 08:47 - Muhammad El-Sergani wrote:"

And I would like it to reply using the following header:

-------- Original Message --------Subject: Re: Original TTFrom: XXX < xxx@xyz.com>To: YYY CC: ZZZ Date: 17/3/2011 3:10 PM

Is that possible, or can you provide any means to do so? That would be very much appreciated. Cheers, Nils

-- Nils Leideckhttp://webint.cryptonode.de / a Fractal project

--

Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

-- Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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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Muhammad El-Sergani

2:26 p.m.

I've been experimenting with the fields, and basically, this is what I've been able to reach: - $QData{"OrigFrom"} -- places the original From part, name and email - $QData{"To"} -- places the current To part, name and email - $QData{"OrigTo"} -- gets nothing... Could anyone help with this please? Thanks and Best Regards, Muhammad El-Sergani. On Sat, Apr 9, 2011 at 2:39 PM, Muhammad El-Sergani wrote:

Thanks Nils,

Would it be too much if I ask for the editable variables for this? I'm trying hard to check for that, but to no avail.

Any help or pointers would be very highly appreciated.

Thanks and Best Regards, Muhammad El-Sergani.

On Sat, Apr 9, 2011 at 2:14 PM, Nils Leideck wrote:

...
Hi Muhammad,

SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose -> ResponseFormat

Cheers, Nils

On 09.04.2011, at 09:49, Muhammad El-Sergani wrote:

...
Hi Nils, Could you please tell me where that is?

On Sunday, April 3, 2011, Nils Leideck wrote:

...
Dear Muhammad, I ata least can tell you that the Subject is available in the QData{“Subject”} variable.You have to try and error with the other details. On 03.04.2011, at 11:33, Muhammad El-Sergani wrote: Well, I checked that but couldn't reach anything, I couldn't find where to include the required style.

This is what the system uses in its replies:

"04/02/2011 08:47 - Muhammad El-Sergani wrote:"

And I would like it to reply using the following header:

-------- Original Message --------Subject: Re: Original TTFrom: XXX < xxx@xyz.com>To: YYY CC: ZZZ Date: 17/3/2011 3:10 PM

Is that possible, or can you provide any means to do so? That would be very much appreciated. Cheers, Nils

-- Nils Leideckhttp://webint.cryptonode.de / a Fractal project

--

Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

-- Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

2:35 p.m.

On 09.04.2011, at 16:26, Muhammad El-Sergani wrote:

I've been experimenting with the fields, and basically, this is what I've been able to reach:

• $QData{"OrigFrom"} -- places the original From part, name and email • $QData{"To"} -- places the current To part, name and email • $QData{"OrigTo"} -- gets nothing...

Could anyone help with this please?

What else do you need? -- Nils Leideck http://webint.cryptonode.de / a Fractal project

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Muhammad El-Sergani

2:51 p.m.

Thanks Nils, I need all of the following, if humbly possible: - Original From - Original To - Original Cc - Original Date (Long format such as "Thursday, April 07, 2011 11:25 PM" if that's possible) - Original Subject Thanks a lot in advance!! Thanks and Best Regards, Muhammad El-Sergani. On Sat, Apr 9, 2011 at 4:35 PM, Nils Leideck wrote:

On 09.04.2011, at 16:26, Muhammad El-Sergani wrote:

...
I've been experimenting with the fields, and basically, this is what I've been able to reach:

• $QData{"OrigFrom"} -- places the original From part, name and email • $QData{"To"} -- places the current To part, name and email • $QData{"OrigTo"} -- gets nothing...

Could anyone help with this please?

What else do you need?

-- Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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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