Thanks.
Could you be a bit more specific?
I need the Email notification but not the extra article.
How do i adjust that Notification Policy then?
thanks!
Search found 23 matches
- 06 Feb 2017, 22:30
- Forum: General
- Topic: how to prevent creation of article when notifcation is send to email
- Replies: 2
- Views: 1975
- 06 Feb 2017, 22:28
- Forum: Help
- Topic: Error when external incoming email
- Replies: 2
- Views: 1572
Re: Error when external incoming email
Thank you.
I see nr 3 and 4 are not used and there are maybe some dynamicfields to add?
As it seems to keep nagging about the Dynamic fields.
Will try some.
thanks a lot for pointing me to it.
I see nr 3 and 4 are not used and there are maybe some dynamicfields to add?
As it seems to keep nagging about the Dynamic fields.
Will try some.
thanks a lot for pointing me to it.
- 03 Feb 2017, 16:28
- Forum: General
- Topic: how to prevent creation of article when notifcation is send to email
- Replies: 2
- Views: 1975
how to prevent creation of article when notifcation is send to email
Hello, how do i prevent the creation of an article when a notification is send to an internal email address after receiving an external email? So a ticket is created by an agent (in our case), a customer replies to this email. Now a notification is send to our internal email address, this is good. B...
- 03 Feb 2017, 14:00
- Forum: Help
- Topic: Error when external incoming email
- Replies: 2
- Views: 1572
Error when external incoming email
Hi, i get an error when an external email is coming in. What can i do to solve this. Already made a filter which checks on ticketnr in subject/header. this is the error: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-05 Perl: 5.16.3 OS: linux Time: Fri Feb 3 11:30:21 2017 Message: M...
- 21 Dec 2016, 15:20
- Forum: General
- Topic: Internal email notification on Incoming / Outbound phone call
- Replies: 2
- Views: 1644
Re: Internal email notification on Incoming / Outbound phone call
Yes, thank you for that.
I was just checking some filter settings i have overlooked
So hopefully this will work, as i guess registrating an incoming phonecall or outgoing will create a new article.
Thanks a lot for your response.
I was just checking some filter settings i have overlooked
So hopefully this will work, as i guess registrating an incoming phonecall or outgoing will create a new article.
Thanks a lot for your response.
- 21 Dec 2016, 14:47
- Forum: General
- Topic: Internal email notification on Incoming / Outbound phone call
- Replies: 2
- Views: 1644
Internal email notification on Incoming / Outbound phone call
Hi, i searched this forum and stackoverflow for this but can't find it. As our agents are not constantly looking into the ticket system and only react when there is a notification received by email, how can i create a notification email when an incoming or outgoing phone call has taken place. The ag...
- 13 Dec 2016, 15:44
- Forum: Help
- Topic: HELP to configure Escalation Notifications
- Replies: 7
- Views: 3762
Re: HELP to configure Escalation Notifications
Hi , i tested some and this seems to work. The admin manual could be more and i mean very more precise and give some more examples, because it's a summier manual which tell's you what you can do, but you have to figure it out all by your self. I see OTRS as a high level entry package, not easy at al...
- 06 Dec 2016, 15:24
- Forum: Help
- Topic: HELP to configure Escalation Notifications
- Replies: 7
- Views: 3762
Re: HELP to configure Escalation Notifications
I have to set the last part up also myself.
Because first it wasn't needed and now it is needed.
On first install there are examples, but i deleted them all.
So for other events it works.
But i will let you know when i got it working.
A lot of trial and error will help.
Because first it wasn't needed and now it is needed.
On first install there are examples, but i deleted them all.
So for other events it works.
But i will let you know when i got it working.
A lot of trial and error will help.
- 06 Dec 2016, 12:14
- Forum: Help
- Topic: email notifications for agent-created tickets
- Replies: 2
- Views: 2376
Re: email notifications for agent-created tickets
i use Additional recipient email addresses under Notification Method for this.
And added the emailaddresses separated by a semicolon ;
we also have several agents but they are using one single email address for customer issues.
And added the emailaddresses separated by a semicolon ;
we also have several agents but they are using one single email address for customer issues.
- 06 Dec 2016, 12:09
- Forum: Help
- Topic: HELP to configure Escalation Notifications
- Replies: 7
- Views: 3762
Re: HELP to configure Escalation Notifications
Did you set the correct event under the notification? Did you set any filter? to check the state a ticket is in? I'm using the Additional Email recipient under Notification method, as we do not use a specific agent, but a few agents as a group who all can see the mailbox. There are so many options o...
- 06 Dec 2016, 11:44
- Forum: Help
- Topic: HELP to configure Escalation Notifications
- Replies: 7
- Views: 3762
Re: HELP to configure Escalation Notifications
Hi,
did you set the escalation times in the specific queues ?
did you set the escalation times in the specific queues ?
- 05 Dec 2016, 15:29
- Forum: Help
- Topic: Reply button not working
- Replies: 3
- Views: 2262
Re: Reply button not working
Wow, this was very confusing......... :shock: :shock: :shock: why in Gods name is chosen for this way to work, i don't understand or see any logic behind this. When in a ticket you send an Outbound Email there is just one complete template you need. And you can create languages to choose from. But w...
- 05 Dec 2016, 12:56
- Forum: Help
- Topic: Reply button not working
- Replies: 3
- Views: 2262
Re: Reply button not working
Yes of course,you are right.
Thanks for the hint
Thanks for the hint
- 02 Dec 2016, 17:37
- Forum: Help
- Topic: Reply button not working
- Replies: 3
- Views: 2262
Reply button not working
Hello, i've found that a reply from a customer on an Outbound Email can not be replied to. In other words when the article (incoming reply) is opened then you have the ability to reply, but when you click it nothing happens. The reply buttons looks like a kind of dropdown on the right of the Bounce ...
- 22 Nov 2016, 13:29
- Forum: General
- Topic: Add Dynamic field value to message body
- Replies: 6
- Views: 3116
Re: Add Dynamic field value to message body
Thank you for your example. And sorry for my late reply. So the Type, Prioritat and Service are your Dynamic fields? Ok i have to examine how to create a wrapper for this, as i do not have any experience in JavaScript. Only LiveCode. i can find files with Putty, but i don't have any other access to ...
- 18 Nov 2016, 17:20
- Forum: General
- Topic: Add Dynamic field value to message body
- Replies: 6
- Views: 3116
Re: Add Dynamic field value to message body
Anybody an idea?
Why is this not a standard feature, to me this looks like an important and much wanted issue.
Thanks for any help on this.
Why is this not a standard feature, to me this looks like an important and much wanted issue.
Thanks for any help on this.
- 11 Nov 2016, 17:20
- Forum: General
- Topic: Add Dynamic field value to message body
- Replies: 6
- Views: 3116
Re: Add Dynamic field value to message body
Hi, we need this too. Our system is so that only an Agent can create a new Email Ticket, not customers. So the system is merely used internal, but the customer gets an email when the ticket is created. At New Email Ticket i've added some Dynamic Fields which are also viewable in the overviews. With ...
- 06 Oct 2016, 11:44
- Forum: General
- Topic: How to set Template choice to required
- Replies: 8
- Views: 2804
Re: How to set Template choice to required
Hello,
had to do a little search first.
I found AgentTicketEmail.tt in Kernel/Output/HTML/Templates/Standard
In fact only the first line had to be altered of that piece of the script.
So thank you for this.
It is working
Up to the next step.
Kind regards,
Jerry
had to do a little search first.
I found AgentTicketEmail.tt in Kernel/Output/HTML/Templates/Standard
In fact only the first line had to be altered of that piece of the script.
So thank you for this.
It is working
Up to the next step.
Kind regards,
Jerry
- 05 Oct 2016, 16:23
- Forum: General
- Topic: How to set Template choice to required
- Replies: 8
- Views: 2804
Re: How to set Template choice to required
Thank you Renee, i will test this tomorrow. We now only use this system internally, so only agents will create a ticket. There are just 2 queues and for both the same templates will be used. I only made Create a new Email Ticket available. So even if a incoming call is made, an agent will create a N...
- 05 Oct 2016, 10:14
- Forum: General
- Topic: How to set Template choice to required
- Replies: 8
- Views: 2804
Re: How to set Template choice to required
Bump
Anyone?
Thanks!
Anyone?
Thanks!
- 04 Oct 2016, 08:18
- Forum: General
- Topic: How to set Template choice to required
- Replies: 8
- Views: 2804
Re: How to set Template choice to required
Hi,
no it's not a DynamicField.
It's the choice for the StandardTemplateID, so you can choose between some standard answer text which then is pre-filled in the email which will be send. Maybe i was not clear enough, sorry for that.
no it's not a DynamicField.
It's the choice for the StandardTemplateID, so you can choose between some standard answer text which then is pre-filled in the email which will be send. Maybe i was not clear enough, sorry for that.
- 03 Oct 2016, 13:09
- Forum: General
- Topic: How to set Template choice to required
- Replies: 8
- Views: 2804
How to set Template choice to required
Hello,
how do i set the choice of a template when creating an new email ticket to Required or mandatory.
An agent has 4 language choices, but it must be a mandatory choice.
i can't find a setting for this. I also looked in Core::Ticket.
Any help is appreciated.
Thanks!
how do i set the choice of a template when creating an new email ticket to Required or mandatory.
An agent has 4 language choices, but it must be a mandatory choice.
i can't find a setting for this. I also looked in Core::Ticket.
Any help is appreciated.
Thanks!
- 08 Sep 2016, 14:55
- Forum: Help
- Topic: [SOLVED] Email notification to external agents
- Replies: 2
- Views: 2323
Re: [SOLVED] Email notification to external agents
Hi,
what exactly did you change in these fields?
Thanks.
what exactly did you change in these fields?
Thanks.