Search found 23 matches

by legajer
06 Feb 2017, 22:30
Forum: General
Topic: how to prevent creation of article when notifcation is send to email
Replies: 2
Views: 1975

Re: how to prevent creation of article when notifcation is send to email

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!
by legajer
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.
by legajer
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...
by legajer
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...
by legajer
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 :shock:

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.
by legajer
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...
by legajer
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...
by legajer
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.
by legajer
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.
by legajer
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...
by legajer
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 ?
by legajer
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...
by legajer
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 :)
by legajer
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 ...
by legajer
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 ...
by legajer
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.
by legajer
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 ...
by legajer
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
by legajer
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...
by legajer
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!
by legajer
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.
setrequired.PNG
Maybe i was not clear enough, sorry for that.
by legajer
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!
by legajer
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.