OTRS Notification and Agent replies to OTRS via email client
Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as techsupport@domain.com instead of otrs@domain.com? If you reply from a email client or PDA, you have to change the TO: address from otrs@domain.com to techsupport@domain.com before replying. Did I miss a configuration somewhere? Michael Bush
Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like techsup@yourdomain.com to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account (otrs@yourdomain.com). After create the emails accounts (emailqueue@yourdomain.com) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the otrs@yourdomain.com by emailqueue@yourdomain.com). The last step I did set up Pop accounts. Carlos México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as techsupport@domain.com instead of otrs@domain.com? If you reply from a email client or PDA, you have to change the TO: address from otrs@domain.com to techsupport@domain.com before replying. Did I miss a configuration somewhere? Michael Bush _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
The account to system notifications at: Sysconfig => Framework => Core => NotificationSenderEmail -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Carlos Oyarzabal Enviado el: Domingo, 13 de Mayo de 2007 06:59 p.m. Para: 'User questions and discussions about OTRS.org' Asunto: RE: [otrs] OTRS Notification and Agent replies to OTRS via emailclient Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like techsup@yourdomain.com to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account (otrs@yourdomain.com). After create the emails accounts (emailqueue@yourdomain.com) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the otrs@yourdomain.com by emailqueue@yourdomain.com). The last step I did set up Pop accounts. Carlos México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as techsupport@domain.com instead of otrs@domain.com? If you reply from a email client or PDA, you have to change the TO: address from otrs@domain.com to techsupport@domain.com before replying. Did I miss a configuration somewhere? Michael Bush _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 or consulting for your OTRS system? =http://www.otrs.com/
Carlos: I ended up using this method right now and will try your first method later. Thanks again Michael Carlos Oyarzabal wrote:
The account to system notifications at: Sysconfig => Framework => Core => NotificationSenderEmail
-----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Carlos Oyarzabal Enviado el: Domingo, 13 de Mayo de 2007 06:59 p.m. Para: 'User questions and discussions about OTRS.org' Asunto: RE: [otrs] OTRS Notification and Agent replies to OTRS via emailclient
Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like techsup@yourdomain.com to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account (otrs@yourdomain.com). After create the emails accounts (emailqueue@yourdomain.com) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the otrs@yourdomain.com by emailqueue@yourdomain.com). The last step I did set up Pop accounts.
Carlos México
-----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client
Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as techsupport@domain.com instead of otrs@domain.com? If you reply from a email client or PDA, you have to change the TO: address from otrs@domain.com to techsupport@domain.com before replying. Did I miss a configuration somewhere?
Michael Bush _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
_______________________________________________ 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 or consulting for your OTRS system? =http://www.otrs.com/
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Carlos: Thank you! I have OTRS working now. Michael Carlos Oyarzabal wrote:
Uhmmm You can go to Sysconfig => Framework => Core => AdminEmail to set up the account you want to use as "from" to use in NOTIFICATIONS. Remember that "notifications" are automatic. Too, every queue has its email account like techsup@yourdomain.com to use when the agent send responses. The customer can then answer directly from the email client or PDA. I did note some situation: what must the admin set up first, emails accounts or queues? How I did solve: create the queues and assign any email account (otrs@yourdomain.com). After create the emails accounts (emailqueue@yourdomain.com) and assign the rigth queue. Then I return to queue area and assign the rigth email account to every queue (eg, I replace the otrs@yourdomain.com by emailqueue@yourdomain.com). The last step I did set up Pop accounts.
Carlos México
-----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Michael Bush Enviado el: Domingo, 13 de Mayo de 2007 04:48 p.m. Para: User questions and discussions about OTRS.org Asunto: [otrs] OTRS Notification and Agent replies to OTRS via email client
Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as techsupport@domain.com instead of otrs@domain.com? If you reply from a email client or PDA, you have to change the TO: address from otrs@domain.com to techsupport@domain.com before replying. Did I miss a configuration somewhere?
Michael Bush _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
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participants (2)
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Carlos Oyarzabal -
Michael Bush