On Friday, February 06, 2004 10:12 AM henry@metroweb.co.za wrote:

...

Hello

I must be missing something here - does the facility exist to change the auto-response email sent to a client when you create an entry for an existing ticket using phoneview?

I know it uses the default auto-response for a new ticket, but this is incorrect. Where on earth can this be modified, if at all?

You create an AutoResponse via http://localhost/otrs/index.pl?Action=AdminAutoResponse. They are set per queue, not per ticket. Additionally, they don't apply to entries created via PhoneView.

PhoneView is not meant to be used to sent the customer a mail. You're talking to the customer, that's it.

If you want to send the customer a reply via email, you need to "Compose Answer (email)" and either use the empty template or a canned response. You create those canned responses via http://localhost/otrs/index.pl?Action=AdminResponse and assign them to the specific queues via http://localhost/otrs/index.pl?Action=AdminQueueResponses.

hth,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Thanks for the response. That's pretty much how we're using it - successfully (damn fine product too). Is it possible to *initiate* a ticket? That is, starting a ticket without waiting for an email from the client to start the process. This would be useful for starting the conversation from our end (and of course keeping track of the subsequent correspondence). ciao Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

On Friday, February 06, 2004 2:28 PM henry@metroweb.co.za wrote:

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Is it possible to *initiate* a ticket? That is, starting a ticket without waiting for an email from the client to start the process. This would be useful for starting the conversation from our end (and of course keeping track of the subsequent correspondence).

Use the PhoneView to create the ticket, it will appear in the queue. Now you can use "Compose Answer (email)".

Yes, this we've done - but it still sends an email using the default response of the queue being used - in effect, simulating a ticket create based upon a client email received. Can this initial "auto-response" email be switched off? There doesn't seem to be an option to do so (unless I've being totally doff). thanks Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

Probably not too well - we're using 1.2 beta and it's not there... :-(

Hi Henry,

...

Thanks for the response. That's pretty much how we're using it - successfully (damn fine product too).

Is it possible to *initiate* a ticket? That is, starting a ticket without waiting for an email from the client to start the process. This would be useful for starting the conversation from our end (and of course keeping track of the subsequent correspondence).

I suggested this feature a while ago. It was on the TODO list slated for 1.2 but I'm not sure how that's progressing.

See: "Write email (new ticket) to customer" http://lists.otrs.org/pipermail/otrs/2003-April/001377.html

Best wishes, Paul

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Hi Henry,

...

Probably not too well - we're using 1.2 beta and it's not there... :-(

It would be a real shame if we didn't get this functionality. It seems so crucial to the system being fully featured to us. I wish I was in a financial position to sponsor someone adding it to the project, however we're all non-profit over here.

Yup. I wonder what kind of money we're talking about? The above plus a few productivity features would be *really* useful. Could someone from the developer team respond re some more details (amounts), etc? We'd be willing to contribute financially - depending on the amount (and the current exchange rate which will play a HUGE role). -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

Hi All,

because of this thread, I create a new beta for OTRS 1.2 b3 with the contact customer (create ticket) feature.

Thanks for feedback and testing! :)

Martin Edenhofer

Thank you very much Martin - this will address an important feature. -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440