> If not, please let me know how to respond. I do not see a respond/reply.
This would be an issue to take up with your email application. If you don't
know how to reply to an email with your email application, that would be
beyond the scope of this forum.
>Every email address I’ve ever entered is
Okay, I’m sorry, I don’t know how to reply right. I just clicked on your name
and it made this 'Re: otrs’ email so I hope this is right.
If not, please let me know how to respond. I do not see a respond/reply.
They are not alias email addresses, and a human never touches
marl...@domain.com.
I
For the future: Kindly reply to existing thread as it helps us track
what/whom you're addressing. This post is as if it has started a new thread
and has no reference to indicate who "you" would be.
NoTificationS go to ageNTS (usually) and that means they go to the email
addresses assigned to the a
Thank you, I was afraid you would say this.. :)
Could you please supply me with the code modification or point me in the
direction of an accurate answer to this?
I have seen varying code snippets online as an answer to this question, and
they don’t seem to be consistent.
Since I know little abo
> I also like to set auto owner if agent responds or if re-open.
The first agent who responds is the owner of the ticket.
I don't understand "re-open" in this context. If the customer replies to
the (closed) ticket, and that causes the ticket to reopen (by way of queue
followup possible) the orig
>how to disable the AddNote email notification that goes out to agents.
AddNote will go to the owner of a ticket if it's locked and the submitter
of the note is not the owner. This is "communication" and can't be turned
off without adjusting code.
>As well as any tips to improve speed.
don't run o
I also like to set auto owner if agent responds or if re-open.
How did you do it ? your point 1?
On 1/9/2014 10:09 PM, Leah Kelly wrote:
Hi ES and Gerald, thank you for your responses,
There are a couple things I am trying to solve for.
One problem is that when an email goes into Marlene’s (or
Alright, scratch everything else.
All I really would love to know (for now) is how to disable the AddNote email
notification that goes out to agents.
As well as any tips to improve speed.
Thank you so,
Leah
-
OTRS mailing list
Hi ES and Gerald, thank you for your responses,
There are a couple things I am trying to solve for.
One problem is that when an email goes into Marlene’s (or anybody’s) queue, it
has owner Admin OTRS and so when she replies, it locks and makes her the owner.
This is good.
Problem 1: Then she c
If Marlene is the only member of the queue the only benefit to doing this
is that the ticket is locked to Marlene.
All other aspects of notification are the same for Marlene, whether she
"owns" the ticket or does not.
It won't make any difference to the customer if Marlene is "owner" until
Marlene
8 Jan 2014 17:54:00 -0600
> To: otrs@otrs.org
> Subject: [otrs] New tickets created when generic agent runs - how to turn off
>
> Hi Alvaro,
>
> Please see my previous post on the same subject - I apologize if I am not
> posting correctly; I hope they are attached.
>
Hi Alvaro,
Please see my previous post on the same subject - I apologize if I am not
posting correctly; I hope they are attached.
I did it using the Generic Agent, but a new ticket is created for every time it
changes the ticket owner from Admin OTRS to Marlene.
It is From/Subject - OTRS Noti
You can do it via Generic Agent or via ACLs
Regards
2014/1/8 Leah Kelly
> So what i want is..
>
> If a ticket comes into Marlene’s queue, it triggers an event that
> immediately makes the owner Marlene (from Admin OTRS).
>
> is there another way to do this?
>
> Thank you in advance!
> Leah
> -
So what i want is..
If a ticket comes into Marlene’s queue, it triggers an event that immediately
makes the owner Marlene (from Admin OTRS).
is there another way to do this?
Thank you in advance!
Leah
-
OTRS mailing list: otrs
Hi,
I created a generic agent to change the owner from OTRS Admin to whosever queue
it goes into. So I have:
Ticket Filter:
Queue: Marlene
State: New
Agent/Owner: Admin OTRS
Ticket Action:
Set new agent/new owner: Marlene
Set new ticket lock: lock
When I run this, it creates a new ticket for
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