Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks
Hi, On 13.01.2010, at 00:37, Christopher Ross wrote:
Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don’t want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks
the OTRS Systemaddress shouldn't be in CC. Just add this e-mail address to "Email Addresses" in the "System"-Column in Adminarea. Afterwards the Systemaddress won't appear in CC anymore. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
I already have the email address set in the system addresses. The issue is probably in our setup but we can't really change it. Basically, we have a distribution group called IT Support and all of our IT people are in that distribution as well as the system address that sends directly to the OTRS (ie itrequest@domain.com). We did it this way because we didn't want people to send directly to OTRS plus we already had people sending to IT Support long before we implemented OTRS. So now when we close out a ticket, it automatically CC's itsupport@domain.com which includes the itrequest@domain.com. I hope this made sense. Please let me know if you can help. From: Nils Leideck - ITSM [mailto:nils.leideck@leidex.net] Sent: Tuesday, January 12, 2010 6:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening Hi, On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks the OTRS Systemaddress shouldn't be in CC. Just add this e-mail address to "Email Addresses" in the "System"-Column in Adminarea. Afterwards the Systemaddress won't appear in CC anymore. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover <http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der -cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235> , Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
Have a few questions on a new install. Questions about response formatting and a system response notification mail loop. 1) When clicking on a custom customer staff Response under "Compose Answer (email)" inside a ticket. The customer response message is always below the salutation (which I can understand) but ALSO under the customer's previous message. Is there a way to remove the customer's previous message or change its position in the response (file to edit?)? 2) When replying with followup to a customer ticket, both the answer we provided and the standard customer acknowledgement email "This email confirms that we have received your follow-up ...." are both provided to us again as "You got a follow up!" notification messages. Appears OTRS send and from address are the same and it replies to itself. Known issue, known fix, or workaround with mail filter exclude? Appreciate any feedback. Highest Regards, Lance Larson, Ph.D. President and CEO Larson Corporation, Inc. A California Corporation Phone: (949)-682-1200 x 101 Mobile: (949)-204-6062 E-mail: lance@larsoncorporation.com Website: http://www.larsoncorporation.com The information in the email is confidential, and intended solely for the addressee. Access to this email by anyone else is unauthorized. Any copying or further distribution beyond the original recipient is not intended, and may be unlawful. The opinions enclosed are those of the sender, and do not necessarily reflect those of Larson Corporation, Inc.
Hi Lance,
1: You can order the fields in the response by changing the
Ticket::Frontend::ResponseFormat template via Admin > SysConfig >
Frontend::Agent::Ticket::ViewCompose. Just move the fields around in a
way you feel is appropriate for your customers.
"Outlook-style" or "TOFU" (text over, full quote under) is:
$QData{"Salutation"}
$QData{"StdResponse"}
$QData{"Signature"}
$TimeShort{"$QData{"Created"}"} - $QData{"OrigFromName"} $Text{"wrote"}:
$QData{"Body"}
2: When you reply to a message via OTRS, by default all addressees of
the initial email will also receive a reply. For instance, if the
original email from Bob was addressed to OTRS, and to Joe, Jim and
John, OTRS will reply to Bob, Joe, Jim and John.
The problem here is to do this, OTRS will have to know what it's own
email address is.
You have to add any incoming email addresses to Admin > Email
Adresses, if you do that, OTRS will no longer send replies to itself.
--
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751,
VAT ID: DE256610065
Chairman: Burchard Steinbild, Managing Board: André Mindermann
CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS
at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm
On Wed, Jan 13, 2010 at 7:00 PM, Lance Larson
Have a few questions on a new install. Questions about response formatting and a system response notification mail loop.
1) When clicking on a custom customer staff Response under "Compose Answer (email)" inside a ticket. The customer response message is always below the salutation (which I can understand) but ALSO under the customer's previous message. Is there a way to remove the customer's previous message or change its position in the response (file to edit?)?
2) When replying with followup to a customer ticket, both the answer we provided and the standard customer acknowledgement email "This email confirms that we have received your follow-up ...." are both provided to us again as "You got a follow up!" notification messages. Appears OTRS send and from address are the same and it replies to itself. Known issue, known fix, or workaround with mail filter exclude?
Appreciate any feedback.
Highest Regards,
Lance Larson, Ph.D. President and CEO Larson Corporation, Inc. A California Corporation
Phone: (949)-682-1200 x 101 Mobile: (949)-204-6062 E-mail: lance@larsoncorporation.com Website: http://www.larsoncorporation.com
The information in the email is confidential, and intended solely for the addressee. Access to this email by anyone else is unauthorized. Any copying or further distribution beyond the original recipient is not intended, and may be unlawful. The opinions enclosed are those of the sender, and do not necessarily reflect those of Larson Corporation, Inc.
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On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? <snip> _____ Log in with admin rights, go to ADMIN:QUEUES, select the queue in question and modify the follow-up option as needed. LQ
Hi, On 13.01.2010, at 19:55, LQ Marshall wrote:
On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? <snip> Log in with admin rights, go to ADMIN:QUEUES, select the queue in question and modify the follow-up option as needed.
LQ
hm, that is not a good solution in my opinion as you would need to configure that for all of your queues. Actually I still think you need to add an additional address in OTRS in "Email Addresses", even if this address is never used in OTRS as an outgoing Address ... What is the email address that is in Cc and what are the email addresses you setup in "Email Addresses"? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
If I change the Follow up option to New Ticket or Reject, won't that change it for all follow ups, not just when the ticket is closed? I still want follow ups to be available but only while the ticket is open. From: LQ Marshall [mailto:qmarshall@inetspace.net] Sent: Wednesday, January 13, 2010 1:55 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Tickets ReOpening On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? <snip> ________________________________ Log in with admin rights, go to ADMIN:QUEUES, select the queue in question and modify the follow-up option as needed. LQ
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher Ross Sent: Wednesday, January 13, 2010 7:14 PM If I change the Follow up option to New Ticket or Reject, won't that change it for all follow ups, not just when the ticket is closed? I still want follow ups to be available but only while the ticket is open. _____ To my knowledge it only applies to closed tickets. This is how I configured our OTRS system.
Hi Christopher, You are 100% right. Changing the Follow up options will change it for ALL ticket states (open, lock, unlock, and closed). Therefore, not the solution we are looking for. I am experiencing the same issue here. Please let me know if you figure this out (I will let you know as well if I do). Thanks! Jose Luis Spahr From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher Ross Sent: Wednesday, January 13, 2010 4:14 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening If I change the Follow up option to New Ticket or Reject, won't that change it for all follow ups, not just when the ticket is closed? I still want follow ups to be available but only while the ticket is open. From: LQ Marshall [mailto:qmarshall@inetspace.net] Sent: Wednesday, January 13, 2010 1:55 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Tickets ReOpening On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? <snip> ________________________________ Log in with admin rights, go to ADMIN:QUEUES, select the queue in question and modify the follow-up option as needed. LQ
Hi Christopher, My bad, LQ Marshall (from below email), was right. If you modify the ADMIN:QUEUE --> and under "Follow up Option" you select "REJECT", it will ONLY reject follow-ups to closed tickets. I just did it and it works fine. NOTE: You may want to create and Auto Reject response to send back to the users too (this is up to you), giving a reason why you are rejecting the message/follow up. Hope it helps Have a great day. Thanks! Jose Luis Spahr From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jose Luis Spahr Sent: Thursday, January 14, 2010 9:11 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Tickets ReOpening Hi Christopher, You are 100% right. Changing the Follow up options will change it for ALL ticket states (open, lock, unlock, and closed). Therefore, not the solution we are looking for. I am experiencing the same issue here. Please let me know if you figure this out (I will let you know as well if I do). Thanks! Jose Luis Spahr From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christopher Ross Sent: Wednesday, January 13, 2010 4:14 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening If I change the Follow up option to New Ticket or Reject, won't that change it for all follow ups, not just when the ticket is closed? I still want follow ups to be available but only while the ticket is open. From: LQ Marshall [mailto:qmarshall@inetspace.net] Sent: Wednesday, January 13, 2010 1:55 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Tickets ReOpening On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? <snip> ________________________________ Log in with admin rights, go to ADMIN:QUEUES, select the queue in question and modify the follow-up option as needed. LQ
participants (6)
-
Christopher Ross -
Jose Luis Spahr -
Lance Larson -
LQ Marshall -
Michiel Beijen -
Nils Leideck - ITSM