Re: [otrs] RE: Quoting the agent reply
Unfortunately, this will not be sufficient. I am looking for a better method that will enable me to really quote (including the ">" that replay of a another agent. I could not find the mechanism that distinguish between standing on the customer and the agent. It seems that I just have to make all the "standard answers" appear, and all will be well. * From: Charles R. \"Rusty\" Thompson * Subject: [otrs] RE: Quoting the agent reply * Date: Thu, 24 Jul 2003 08:10:57 -0700
Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<<
Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles
On Fri, 2003-07-25 at 13:56, Moshe Livne (Leibovitch) wrote:
Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<<
My colleagues and I frequently want to be able to do that too. What we end up doing is (mis-)use Forward, which appears on every article type. The drawbacks are that you have to enter the customer address manually, perform extra surgery on the quoted text, and remove -FW from the ticket number in the subject line. Because we don't always remember to do the last bit, I have modified my procmail filter to remove it from incoming messages to avoid replies creating new tickets. I have never understood why Forward is given more prominence than Compose Answer, though. According to the documentation, Forward is to "Forward tickets if the email wasn't for your OTRS system." If a ticket is for the wrong system, why would a thread ever develop beyond the first message, and hence why should there ever be a need to forward from an internal note, for instance? However, as long as Forward is not replaced by Compose Answer, I'm not arguing for its removal :-) Jim
Hi Moshe, On Fri, Jul 25, 2003 at 02:56:11PM +0200, Moshe Livne (Leibovitch) wrote:
Unfortunately, this will not be sufficient. I am looking for a better method that will enable me to really quote (including the ">" that replay of a another agent. I could not find the mechanism that distinguish between standing on the customer and the agent. It seems that I just have to make all the "standard answers" appear, and all will be well.
It would be possible to also use agent notes/answers for quote but the only problem is the To: line. Normally the From: (the customer) of the article will be used for To:. But if the agent note/answer is used, then the agent would be used for To:. Any ideas for a good solution? Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier
Hi, usually, when replying to a ticket, the order is: address, quote default-answer-text signature as i usually want to have the quote appear on the bottom of the mail, and not after the address, i have to copy/paste it everytime a ticket is answered. is there a possibility to change that order? what I would prefer is: address default-answer-text signature quote is that anyhow possible? thanks in advance, Florian Gattung
Hi Florian, I got this to work for my system by adding this entry to Config.pm: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; Please test it out before you put it into production. I also don't know for sure if it works in all versions of OTRS... I only found it after I'd upgraded our system here to 1.1.3, but I think it worked before that. -- Chris Salter -----Original Message----- From: otrs-admin@otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Florian Gattung Sent: July 31, 2003 4:57 PM To: otrs@otrs.org Subject: [otrs] Replying to a ticket, quote after the signature Hi, usually, when replying to a ticket, the order is: address, quote default-answer-text signature as i usually want to have the quote appear on the bottom of the mail, and not after the address, i have to copy/paste it everytime a ticket is answered. is there a possibility to change that order? what I would prefer is: address default-answer-text signature quote is that anyhow possible? thanks in advance, Florian Gattung _______________________________________________ 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
Hi Florian, hi Chris, On Thu, Jul 31, 2003 at 05:19:20PM -0400, Chris Salter wrote:
I got this to work for my system by adding this entry to Config.pm:
$Self->{ResponseFormat} = '$Data{"Salutation"}
$Data{"StdResponse"}
$Data{"Signature"}
$Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} ';
Please test it out before you put it into production. I also don't know for sure if it works in all versions of OTRS... I only found it after I'd upgraded our system here to 1.1.3, but I think it worked before that.
Yepp, it will work fine for OTRS 1.0.x and OTRS 1.1.x. .) PS: I'll add it to the doc...
Chris Salter
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
Hi Chris,
thank you for the very fast answer, I've just tried it out and it works
perfectly!
Martin: A good idea to add it to the documentation... I can hardly imagine
Chris
and me were the first people that wanted to do this.
An even better way would be to have these definable via the Admin Interface,
but I am not
sure if that was too much...
----- Original Message -----
From: "Martin Edenhofer"
Hi Florian, hi Chris,
On Thu, Jul 31, 2003 at 05:19:20PM -0400, Chris Salter wrote:
I got this to work for my system by adding this entry to Config.pm:
$Self->{ResponseFormat} = '$Data{"Salutation"}
$Data{"StdResponse"}
$Data{"Signature"}
$Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} ';
Please test it out before you put it into production. I also don't know for sure if it works in all versions of OTRS... I only found it after I'd upgraded our system here to 1.1.3, but I think it worked before that.
Yepp, it will work fine for OTRS 1.0.x and OTRS 1.1.x. .)
PS: I'll add it to the doc...
Chris Salter
Martin
-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972
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participants (5)
-
Chris Salter -
Florian Gattung -
Jim Wight -
Martin Edenhofer -
Moshe Livne (Leibovitch)