Hi, Lately my company has been getting some complaints that they are unaware of who is responding to the email they send into the helpdesk. When a Helpdesk tech responds to a ticket his or her name is put down at the very bottom of the email instead of putting it right at the top where the response goes. Is there a way to fix so that when I Empty Answer, it put my name at the top after it says: Dear Person, Blah blah blah Thank you for using the helpdesk, Someones Name Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868
Hi Andrew, On Do, Okt 11 2007, Andrew Meyer wrote:
Lately my company has been getting some complaints that they are unaware of who is responding to the email they send into the helpdesk. When a Helpdesk tech responds to a ticket his or her name is put down at the very bottom of the email instead of putting it right at the top where the response goes.
To change the response template, go to Admin -> Sysconfig and check the config setting 'Ticket::Frontend::ResponseFormat'. You will find the setting under Ticket -> Frontend::Agent::Ticket::ViewCompose. bye Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!
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Henning Oschwald