Responding to users via OTRS.
Hi, all. Maybe I'm just dumb, but I haven't figured out how one uses OTRS to respond to users. One "problem" with OTRS is that it's got so many features, it can sometimes be daunting to find the answer in the documentation. I've tried, for example, to see if "note" would respond to users, but it appears not to -- though the fact that I only have "note-internal" in my drop-down might be relevant... but I can't figure out how to modify that. So, bottom line, if there's a pointer to what I should be using, it would be much appreciated. Thanks, -Ken
Hi, Ken.
Configure an email answer and assign it to your queue. You will be able to
create an external email article from OTRS.
Regards,
Anton.
2008/11/5 Ken D'Ambrosio
Hi, all. Maybe I'm just dumb, but I haven't figured out how one uses OTRS to respond to users. One "problem" with OTRS is that it's got so many features, it can sometimes be daunting to find the answer in the documentation. I've tried, for example, to see if "note" would respond to users, but it appears not to -- though the fact that I only have "note-internal" in my drop-down might be relevant... but I can't figure out how to modify that.
So, bottom line, if there's a pointer to what I should be using, it would be much appreciated.
Thanks,
-Ken
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Hi Ken,
Hi, all. Maybe I'm just dumb, but I haven't figured out how one uses OTRS to respond to users.
In admin: 1. Create standard response(s). They can be empty if you like. 2. Assign responses to queues In frontend 3. Select ticket and open it (zoom) 4. Click on desired response in the right side of the window. The list of responses corresponds to what you did in (2) above. -- Lars
Lars Jørgensen schreef:
Hi Ken,
Hi, all. Maybe I'm just dumb, but I haven't figured out how one uses OTRS to respond to users.
In admin:
1. Create standard response(s). They can be empty if you like.
2. Assign responses to queues
In frontend
3. Select ticket and open it (zoom)
4. Click on desired response in the right side of the window. The list of responses corresponds to what you did in (2) above.
5. Edit the individual response where needed before sending. (optional)
participants (4)
-
Amedee Van Gasse -
Anton Gubar'kov -
Ken D'Ambrosio -
Lars Jørgensen