Closing Tickets

Tony Law

28 Oct 2003 28 Oct '03

4:46 p.m.

When I go to close a ticket, I would like an e-mail sent to the person who input the ticket to receive an e-mail that includes the closure notes. Right now, when a person goes to close a ticket, the only option they have under "Note Type" is note-internal. So when it is closed, the inputee receives an e-mail stating that the ticket has been closed and that's really it. Is there some way to set the system to allow a person to receive an e-mail that includes the closure notes? Tony Law Quality Assurance law@omaha.org 402-345-5025 x128

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Samuel Nadeau

9 Nov 9 Nov

10:28 p.m.

New subject: Agent Notiifcation not working

Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email Server : Redhat 8 What should I look for ? I've even try the Admin Email in the admin interface but nobody are receiving any email. Thanks Sam

Paul

10:37 p.m.

New subject: Agent Notiifcation not working

Hi,

...

Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email

Samuel Nadeau

11:22 p.m.

New subject: RE : Agent Notiifcation not working

Yep, I was aware of this. Still no email. How about the AdminEmail function ? It should work right ? Sam -----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Paul Envoyé : Sunday, November 09, 2003 5:38 PM À : 'User questions and discussions about OTRS.' Objet : RE: [otrs] Agent Notiifcation not working Hi,

...

Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email

Agents will only receive notifications for tickets in their custom queues. This seems to be a point of confusion for most new administrators and still occasionally gets some of us that have been using OTRS for a while. You'll need to have each user select the queues they want to receive notifications for under the Preferences button while logged into their account and ensure that their account is set up to receive notifications. (They can do this themselves via Preferences and you can do it when you create the account). Regards, Paul _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

Chris Salter

10 Nov 10 Nov

1:35 p.m.

New subject: RE : Agent Notiifcation not working

Are normal outgoing emails (such as responses to customer questions) being sent? -- Chris Salter -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Samuel Nadeau Sent: November 9, 2003 6:23 PM To: 'User questions and discussions about OTRS.' Subject: RE : [otrs] Agent Notiifcation not working Yep, I was aware of this. Still no email. How about the AdminEmail function ? It should work right ? Sam -----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Paul Envoyé : Sunday, November 09, 2003 5:38 PM À : 'User questions and discussions about OTRS.' Objet : RE: [otrs] Agent Notiifcation not working Hi,

...

Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email

Sam Nadeau

1:50 p.m.

New subject: RE : Agent Notiifcation not working

no, seem like I'm missing something big here ! :-) Sam ----- Original Message ----- From: "Chris Salter" To: "'User questions and discussions about OTRS.'" Sent: Monday, November 10, 2003 8:35 AM Subject: RE: RE : [otrs] Agent Notiifcation not working

...

Are normal outgoing emails (such as responses to customer questions) being sent?

-- Chris Salter

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Samuel Nadeau Sent: November 9, 2003 6:23 PM To: 'User questions and discussions about OTRS.' Subject: RE : [otrs] Agent Notiifcation not working

Yep, I was aware of this.

Still no email.

How about the AdminEmail function ? It should work right ?

Sam

-----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Paul Envoyé : Sunday, November 09, 2003 5:38 PM À : 'User questions and discussions about OTRS.' Objet : RE: [otrs] Agent Notiifcation not working

Hi,

...
Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email

Agents will only receive notifications for tickets in their custom queues. This seems to be a point of confusion for most new administrators and still occasionally gets some of us that have been using OTRS for a while.

You'll need to have each user select the queues they want to receive notifications for under the Preferences button while logged into their account and ensure that their account is set up to receive notifications. (They can do this themselves via Preferences and you can do it when you create the account).

Regards, Paul

_______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Chris Salter

2 p.m.

New subject: RE : Agent Notiifcation not working

I did the exact same thing when I first set up my OTRS system. ;-) So, the next question is, what are your settings in your Config.pm file for outgoing email, and next, what does the error log say? -- Chris Salter -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Sam Nadeau Sent: November 10, 2003 8:51 AM To: User questions and discussions about OTRS. Subject: Re: RE : [otrs] Agent Notiifcation not working no, seem like I'm missing something big here ! :-) Sam ----- Original Message ----- From: "Chris Salter" To: "'User questions and discussions about OTRS.'" Sent: Monday, November 10, 2003 8:35 AM Subject: RE: RE : [otrs] Agent Notiifcation not working

...

Are normal outgoing emails (such as responses to customer questions) being sent?

-- Chris Salter

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Samuel Nadeau Sent: November 9, 2003 6:23 PM To: 'User questions and discussions about OTRS.' Subject: RE : [otrs] Agent Notiifcation not working

Yep, I was aware of this.

Still no email.

How about the AdminEmail function ? It should work right ?

Sam

-----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Paul Envoyé : Sunday, November 09, 2003 5:38 PM À : 'User questions and discussions about OTRS.' Objet : RE: [otrs] Agent Notiifcation not working

Hi,

...
Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email

Agents will only receive notifications for tickets in their custom queues. This seems to be a point of confusion for most new administrators and still occasionally gets some of us that have been using OTRS for a while.

You'll need to have each user select the queues they want to receive notifications for under the Preferences button while logged into their account and ensure that their account is set up to receive notifications. (They can do this themselves via Preferences and you can do it when you create the account).

Regards, Paul

_______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Sam Nadeau

2:35 p.m.

New subject: RE : Agent Notiifcation not working

Got it ! Thank-you-very-much-sir ! Sam ----- Original Message ----- From: "Chris Salter" To: "'User questions and discussions about OTRS.'" Sent: Monday, November 10, 2003 9:00 AM Subject: RE: RE : [otrs] Agent Notiifcation not working

...

I did the exact same thing when I first set up my OTRS system. ;-) So, the next question is, what are your settings in your Config.pm file for outgoing email, and next, what does the error log say?

-- Chris Salter

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Sam Nadeau Sent: November 10, 2003 8:51 AM To: User questions and discussions about OTRS. Subject: Re: RE : [otrs] Agent Notiifcation not working

no, seem like I'm missing something big here ! :-)

Sam ----- Original Message ----- From: "Chris Salter" To: "'User questions and discussions about OTRS.'" Sent: Monday, November 10, 2003 8:35 AM Subject: RE: RE : [otrs] Agent Notiifcation not working

...
Are normal outgoing emails (such as responses to customer questions) being sent?

-- Chris Salter

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Samuel Nadeau Sent: November 9, 2003 6:23 PM To: 'User questions and discussions about OTRS.' Subject: RE : [otrs] Agent Notiifcation not working

Yep, I was aware of this.

Still no email.

How about the AdminEmail function ? It should work right ?

Sam

-----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Paul Envoyé : Sunday, November 09, 2003 5:38 PM À : 'User questions and discussions about OTRS.' Objet : RE: [otrs] Agent Notiifcation not working

Hi,

...
Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email

Agents will only receive notifications for tickets in their custom queues. This seems to be a point of confusion for most new administrators and still occasionally gets some of us that have been using OTRS for a while.

You'll need to have each user select the queues they want to receive notifications for under the Preferences button while logged into their account and ensure that their account is set up to receive notifications. (They can do this themselves via Preferences and you can do it when you create the account).

Regards, Paul

_______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

_______________________________________________ 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 Support oder Consulting für Ihr OTRS System?

_______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Chris Salter

2:57 p.m.

New subject: RE : Agent Notiifcation not working

Glad I could help! -- Chris Salter -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Sam Nadeau Sent: November 10, 2003 9:36 AM To: User questions and discussions about OTRS. Subject: Re: RE : [otrs] Agent Notiifcation not working Got it ! Thank-you-very-much-sir ! Sam ----- Original Message ----- From: "Chris Salter" To: "'User questions and discussions about OTRS.'" Sent: Monday, November 10, 2003 9:00 AM Subject: RE: RE : [otrs] Agent Notiifcation not working

...

I did the exact same thing when I first set up my OTRS system. ;-) So, the next question is, what are your settings in your Config.pm file for outgoing email, and next, what does the error log say?

-- Chris Salter

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Sam Nadeau Sent: November 10, 2003 8:51 AM To: User questions and discussions about OTRS. Subject: Re: RE : [otrs] Agent Notiifcation not working

no, seem like I'm missing something big here ! :-)

Sam ----- Original Message ----- From: "Chris Salter" To: "'User questions and discussions about OTRS.'" Sent: Monday, November 10, 2003 8:35 AM Subject: RE: RE : [otrs] Agent Notiifcation not working

...
Are normal outgoing emails (such as responses to customer questions) being sent?

-- Chris Salter

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Samuel Nadeau Sent: November 9, 2003 6:23 PM To: 'User questions and discussions about OTRS.' Subject: RE : [otrs] Agent Notiifcation not working

Yep, I was aware of this.

Still no email.

How about the AdminEmail function ? It should work right ?

Sam

-----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Paul Envoyé : Sunday, November 09, 2003 5:38 PM À : 'User questions and discussions about OTRS.' Objet : RE: [otrs] Agent Notiifcation not working

Hi,

...
Hi All, We are currently trying OTRS since we will implement this really soon. Everything has been great so far, except for the agent notification. They don't receive any email

Agents will only receive notifications for tickets in their custom queues. This seems to be a point of confusion for most new administrators and still occasionally gets some of us that have been using OTRS for a while.

You'll need to have each user select the queues they want to receive notifications for under the Preferences button while logged into their account and ensure that their account is set up to receive notifications. (They can do this themselves via Preferences and you can do it when you create the account).

Regards, Paul

_______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Chris Salter
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Sam Nadeau
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Tony Law

Closing Tickets

Tony Law

Samuel Nadeau

Paul

Samuel Nadeau

Chris Salter

Sam Nadeau

Chris Salter

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