I just tried a lot and it seems not possible to remove the ticket # from the subject line on auto-reply.
Let me know if someone could guide me such modification or this couldn't be achieved as at now. Regards Hirantha Hirantha Wijaywardena wrote: > Let me simplify my issue as follows. > > Could someone advice me how to remove the ticket number from the Subject > line on "auto reply" auto responses? Once the agent sends the first > respond to the customer, the subject line has the ticket number which > will easy to track. > > I'm sending you this while searching mailing list archive. Nothing found > related to this as yet. > > Regards > Hirantha > > > > Hirantha Wijaywardena wrote: > >> Hi Shawn, >> >> >> Shawn Beasley wrote: >> >>> Hi, >>> >>> On Feb 3, 2010, at 18:55 , Hirantha Wijaywardena wrote: >>> >>> >>> >>>> I am very new to OTRS but running the system successfully. Sorry if this >>>> question answered but I couldn't find anything; my bad. >>>> >>>> >>>> >>> How do you then deal with level 1 issues? >>> >>> >> To support level-1 issues we have separate teams (country level) and >> their support is on end client applications. Level 2 & 3 are >> infrastructure and application development related. Level 2 & 3 should >> not support client application related issues but is there any >> infrastructure, development related or level-1 queries may contact >> level 2 & 3. >> >> Sometimes customers are To/Cc: to Level 2 & level 3 while they >> querying level-1 support; but there are issues directly from customers >> which needs level 2 & 3 support. Before the ticket system, we reviews >> the inquiry and leave it to handle by the level 1 (if it is level 1). >> But with the OTRS it creates a ticket; so we have to close the ticket >> and customers are confused about the ticket they have received. >> >> It is better if the system has capability to not to issue a ticket >> number with the auto-responder but review the email inquiry and issue >> a ticket as agent's first response to the customer (if it is level 2 & >> 3). >> >>> >>> >>>> I would like to generate/create the ticket once agent's first response >>>> to the inquiry. The reason because, our supporting levels are 2 & 3. We >>>> do not need to answer and create a ticket for every inquiry emailed by >>>> the customer to our support email address, unless it is genuine level 2 >>>> or level 3 issue. Right now every incoming mails to the support email >>>> will create a ticket. Sometimes customers are Cc: to the support email >>>> (which are not issue related) and it will generate tickets. >>>> >>>> Would it be possible to get this done? Please advice. >>>> >>>> >>> I'm still not quite sure what you want to do. I recommend letting things >>> run as as they are, and if the issue is a level 2 issue, you can move the >>> ticket to the level 2 queue and generate then a response with a ticket >>> number to your customer. Until that point, your customer does not have to >>> know that a ticket was even created. You can even close the tickets upon >>> arrival, and only open them if they are generally level 2 or above. But >>> again, this leaves me asking what do you do with level 1 tickets. >>> >>> >> There is no level 1 tickets neither ticket system implemented for >> level 1 support. Level 1 interact with customers for client >> application related issues. >> >> What we looking at level 2 & 3 is auto-respond to the inquiry we >> receive to the system and review the inquiry and send a response to >> the customer with the ticket # if it is level 2 & 3. >> >> Hope the requirement is clear and I did not get your point exactly on >> "your customer does not have to know that a ticket was even created" >> though it is sense that this is what we want while we sending them >> auto-response message without a ticket number. >> >> Please advice. >> >> Regards >> Hirantha >> >>> ///Shawn >>> --------------------------------------------------------------------- >>> 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 >>> >>> NEW! 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