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Message: 3
Date: Thu, 7 Apr 2016 19:22:01 -0300
From
You should send an email from OTRS interface instead of using the
External-note feature. To see the external note the usuer must log on OTRS.
Att,
André
2016-04-07 7:48 GMT-03:00 Rose Dowson :
> HI,
>
>
> I want that my OTRS server send a notification to the customer when
> the agent create
HI,
I want that my OTRS server send a notification to the customer when
the agent create an external-note on his ticket?
I can see that the message from agent is reaching the customer console
but I need to have an automated-mail to the customer's mail every time an
external-note is sen
Hi,
nothing gets send out. No article gets created in the history for an
external email. So the prerequisitions I set are wrong in the Event...
or something else.
Regards
Karsten
On 03/20/2013 09:37 PM, Gerald Young wrote:
> But, I saw another request of the same thing today. I would assume that
But, I saw another request of the same thing today. I would assume that the
OTRS System Log would indicate that owner update notification was at least
attempted.
On Wed, Mar 20, 2013 at 4:29 PM, Gerald Young wrote:
> If they reply vs adding a note, this takes care of it all.
>
>
> On Wed, Mar 2
If they reply vs adding a note, this takes care of it all.
On Wed, Mar 20, 2013 at 4:28 PM, Karsten Becker
wrote:
> Yeah, our customers need to know this. Sometimes they just order a
> notebook of the loan pool and the supporter just adds a note (which
> makes him to the owner, that's how we con
Yeah, our customers need to know this. Sometimes they just order a
notebook of the loan pool and the supporter just adds a note (which
makes him to the owner, that's how we configured it). So it would be
cool if automatically the customers knows who is respnsible for handling
the loan request. And,
The new owner should reply to the customer. If the new owner does not do
this, and the ticket is handed off multiple times, does the customer need
to know it?
"Hi, I'm taking care of your ticket"
vs:
"Your ticket has been taken by Bob."
"Your ticket has been taken by Fred."
"Your ticket has been t
Hi,
I would like to send out an email to the customer if the supporter gets
owner of the ticket.
I found some manuals, but they don't seem to work.
What I do:
* Admin -> Notifications (Event)
* Create a new one
** Name: Foo
** Recipient groups: Customer
** Event: TicketOwnerUpdate
** Subject: B
Composyng (if you have not defined one named differently and non linked to
the queue in responses-queue) an "Empty answer" (at the bottom right
banner) , this will mail to client and it will be traced in history
2010/7/22 Sérgio Cintra
> Hi there
>
> Besides the interface of interaction with
Hi there
Besides the interface of interaction with the customer (customer.pl), how
can I directly ask the client to respond to my requests.
Because, it is not always the client is logged in the interface
(customer.pl).
Thanks in advance for any help.
Best regards
Ok, I'll monitor this bug. Thanks
Mohamed Amine Kadimi
http://www.casafire.com
> Date: Thu, 17 Sep 2009 11:48:01 +0200
> From: m...@otrs.org
> To: otrs@otrs.org
> Subject: Re: [otrs] Customer Notification Events: French characters
Hi Mohamed-Amine,
I can confirm this issue, it is reported as
http://bugs.otrs.org/show_bug.cgi?id=4262
You might want to add yourself as CC to the bug, that way you will be
updated with any changes.
Regards,
Michiel
2009/9/17 Mohamed-Amine Kadimi :
>
> Hello OTRS guys
>
> I'm using OTRS 2.4.4
Hello OTRS guys
I'm using OTRS 2.4.4 and I had to update my Ticket.pm file to resolve this bug
(events notifications not sent):
http://bugs.otrs.org/show_bug.cgi?id=4257
But after updating Ticket.pm, french characters (é à ...) are getting truncated
from notification messages -answer messages
Ah I see, it seems i need more coffee...
Thanks for your prompt reply Michiel.
David
On Thu, Sep 10, 2009 at 3:18 PM, Michiel Beijen wrote:
> ;-)
> You don't have the option for email-external in the note screen,
> because for that, you would need to use the Compose Answer (email)
> option on
;-)
You don't have the option for email-external in the note screen,
because for that, you would need to use the Compose Answer (email)
option on the right side of the screen...
--
Michiel
On Thu, Sep 10, 2009 at 4:07 PM, David Holder wrote:
> Hi Michiel,
>
> I don't have email-external as an opt
Hi Michiel,
I don't have email-external as an option when creating a note for a ticket.
I'd rather have that option rather than creating a event based notification
though.
Cheers,
David
On Thu, Sep 10, 2009 at 2:57 PM, Michiel Beijen wrote:
> Hi David,
>
> I guess that's actually what email
Hi David,
I guess that's actually what email-external is meant for?
But if you'd really want to do this, and you're on 2.4.x, you could
create an event-based notification for this:
Recipient: Customer
Event: ArticleCreate
Article Type: note-external
You can use
and to get the subject and bod
Hi Everyone,
If my interpretation is right, when I add a note to a ticket I get two
options, Note-Internal and Note-External, I assume that Note-Internal is
used for agents only, and Note-External is used for customers and is
therefore visible via the customer logon.
What I would like to do is wh
On Sat, Aug 15, 2009 at 6:06 PM, Timothy J.
Deerinck wrote:
> Alan, I must be missing thisI don't see a Notify field at all. Where
> are you seeing this? I am using 2.4.2 and ITSM.
I was going by memory - it is actually called "Recipient" - just checked
--
“Don't eat anything you've ev
User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Notification
Under the new event-based notifications in 2.4 there is a "notify"
field where you can enter an email address.
So you might be able to do this if you set up a queue specific to that
company, and created a no
...@otrs.org] On Behalf Of Alan
McKay
Sent: Saturday, August 15, 2009 1:07 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Notification
Under the new event-based notifications in 2.4 there is a "notify"
field where you can enter an email address.
So you might
Under the new event-based notifications in 2.4 there is a "notify"
field where you can enter an email address.
So you might be able to do this if you set up a queue specific to that
company, and created a notification rule with the manager's email
address in there.
Just guessing though as I've ne
Can anyone help on this??
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Timothy
J. Deerinck
Sent: Friday, August 14, 2009 3:58 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Customer Notification
I was wondering if anyone
I was wondering if anyone can steer me the right direction. Is there any
workaround to having this happen:
Customer opens ticket. Manager at Customers company is also notified along
with customer, and manager is kept in loop as to tickets journey thru
completion.
I have several customers who
Hi,
How is configured Framework -> Core::Sendmail to ?
if it is setted as default is sendmail (local mta) so you should check if
the server is able to resolve names and is able to connect to other's smtp
server port.
not so clear ldap and perl meening in the sending mail process...
On Thu, Aug
Hello ,
i need your help , i'm very lost i've configured the postmaster mail acount to
send out emails from OTRS, but it doesn't work
i'm searching how can i make it work... should i configure something
else ?
and what about LDAP and PERL on this case ?
i can't even fi
Hi Alan,
That worked a treat, thank you
David
On Thu, Aug 13, 2009 at 2:54 PM, Alan McKay wrote:
> > I'm using OTRS 2.4.2. If you can give me a run down on what to configure
> in
> > event based notifications I would appreciate that.
>
> Dirt easy. This assumes you have email working already.
> I'm using OTRS 2.4.2. If you can give me a run down on what to configure in
> event based notifications I would appreciate that.
Dirt easy. This assumes you have email working already.
Go into Admin, Notification (Event) and then create a rule like this :
Name : give it a name you like
Recipi
Hi Alan,
I'm using OTRS 2.4.2. If you can give me a run down on what to configure in
event based notifications I would appreciate that.
David
On Thu, Aug 13, 2009 at 2:31 PM, Alan McKay wrote:
> > Does anyone know how to set OTRS so that notifications are automatically
> > sent to a customer w
> Does anyone know how to set OTRS so that notifications are automatically
> sent to a customer when his/her ticket has been closed? I thought this would
> be done automatically when a ticket is closed and note-external is selected
> or likewise, but alas it doesn't.
What version? This is easy in
Hi Everyone,
Does anyone know how to set OTRS so that notifications are automatically
sent to a customer when his/her ticket has been closed? I thought this would
be done automatically when a ticket is closed and note-external is selected
or likewise, but alas it doesn't.
Failing that is there a
Hi,
I would like a notifications sent out only to contain the url to the
OTRS web service for registered customers. Is there a way to do that?
The default Move, State and Owner notifications contain the URL. I could
take it out, but for registered customers it is so nice to have it in.
(W
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Hi all again.
Not sure if it was published my previuos message 'couse I didn't
received by mail and not sure is it was clear too. BTW... I've seen
some similar problem in list archive without a solution. Probably
posters have solved but not published ? Following my (bad traduced)
problem.
Thank y
Hi all,
I'm trying to figure out how to implement the notification of new
ticket auto answer not just to the same email address configured into
AdminCustomerUser but at the entire "client group". My intention was
to have them at least a CC of the notification all together. However,
having the work
Hello,
is it possible to receive notification for Customer via e-mail (Outlook) on
follow up? In case this Customer is tracking tickets of several companies,
not only tickets created by himself. All the tickets are visible for him via
Customer interface, but to make it more convenient Customer is
Hi,
How can we switch on sending of new note or close ticket notification
to the customer?
Thanks and Regards
--
Paul
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I have been looking for a way to have OTRS send the customer a
notification when an agent adds an external note, is this possible?
Preferably containing the text of the note
Thanks
Mike
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intende
On Thu, 5 Aug 2004 06:44 am, [EMAIL PROTECTED] wrote:
> Lonesome,
>
> may be i missunderstand something here but:
> a note is internal only.
> so cutomer cant see them.
> so why notify them about something they cant see?
>
> just 2ct.
Most of the notes in our setup of the OTRS system are of the n
Lonesome,
may be i missunderstand something here but:
a note is internal only.
so cutomer cant see them.
so why notify them about something they cant see?
just 2ct.
Li
> Guys,
>
> Is there an easy way to notify customers via email that agent has
> added a note
> to the tickit?
>
> Ivica
>
Guys,
Is there an easy way to notify customers via email that agent has added a note
to the tickit?
Ivica
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On Monday, May 03, 2004 12:34 PM
Thorsten Philipp <[EMAIL PROTECTED]> wrote:
> 1. Customer Notification Emails
> Where can we change them ?
Copy the default entries from Kernel/Config/Defaults.pm to
Kernel/Config.pm and change them there.
> Is it possible to remove the Hyperlink ?
Yes, see above
Hi,
we are using OTRS for 2 weeks. Now we have several questions
1. Customer Notification Emails
Where can we change them ?
Is it possible to remove the Hyperlink ?
Is it easy/possible to include the ticket subject in the notification subject or at
least the body ?
2. "Ist das Ticket beantwo
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