Search found 11 matches

by kropek
20 Nov 2019, 10:19
Forum: Help
Topic: Remove TinketHook from subject in Ticket Notification
Replies: 2
Views: 124

Re: Remove TinketHook from subject in Ticket Notification

How will you be able to connect answers from customer to your ticket without it? Body? Check manual: https://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Core_Ticket.html Use option none. Ticket::SubjectFormat The format of the subject. 'Left' means '[TicketHook#:12345] Some Sub...
by kropek
20 Nov 2019, 10:07
Forum: Help
Topic: Remainder for Customer about open ticket
Replies: 3
Views: 129

Re: Remainder for Customer about open ticket

I know that, but I would like to inform customer that I will close ticket. If I do autoclose customer don't get any notification - that my point.
by kropek
15 Nov 2019, 14:21
Forum: Help
Topic: Remainder for Customer about open ticket
Replies: 3
Views: 129

Remainder for Customer about open ticket

Hi, i couldn't find direct answer in forum. Customer send request, Agents answer it and ticket have OPEN state. I know you can set up escalation times for update etc. If i get it corretly only Agents recive notyfication. I would like to send notyfication to customer that we send answer to his/her ti...
by kropek
07 Nov 2019, 08:33
Forum: Help
Topic: Customer User form CC, not from TO
Replies: 2
Views: 160

Re: Customer User form CC, not from TO

If any have any clue or can show me direction i will grateful.
by kropek
25 Oct 2019, 10:22
Forum: OTRS Developers
Topic: Ticket reopened by followup from copied person
Replies: 2
Views: 141

Re: Ticket reopened by followup from copied person

I would try filter incoming email by adding a filter:
Search header field: CC
Value: your-helpdesk-mail@domain.com
and set
X-OTRS-Ignore
yes
Done!
It will ignore all, so i assume that all ticket come with your domain in TO field.
by kropek
22 Oct 2019, 15:07
Forum: Help
Topic: Customer User form CC, not from TO
Replies: 2
Views: 160

Customer User form CC, not from TO

Hi, i get messages from 3-party web form with a request for help. Sadly i can't change how form is generate. It is as it is. I get message with: From: no-replay@3-party-web-form.com To: helpdesk@mydomain.com Cc: customermail@customerdomain.com Can i make mail filter when Search header field: from fo...
by kropek
23 Jul 2019, 08:49
Forum: Help
Topic: [SOLVED] Impossible to send message to: BACKEND ERROR
Replies: 1
Views: 455

Re: [SOLVED] Impossible to send message to: BACKEND ERROR

Invalid email address Sender otrs@localhost
change sender
by kropek
18 Jul 2019, 10:48
Forum: General
Topic: [SOLVED] Maint::Email::MailQueue
Replies: 2
Views: 460

Re: Maint::Email::MailQueue

Reinstall otrs? Update to newest version?
by kropek
18 Jul 2019, 10:45
Forum: Help
Topic: [SOLVED?]Reset password request from bad email?
Replies: 1
Views: 187

Re: Reset password request from bad email?

After upgrade from 6.0.19 to 6.0.20 i move /opt/otrs/Kernel/Config.pm from last version but i didn't copy /opt/otrs/var/ i now when i change Admin Mail every thing work just fine. i miss understand from admin manual: :roll: :oops: root> cd OTRS-BACKUP/var/stats root> cp *.installed /opt/otrs/var/sta...
by kropek
17 Jul 2019, 13:48
Forum: Help
Topic: otrs system user
Replies: 2
Views: 137

Re: otrs system user

You need to first change user to otrs using sudo and su
type:

Code: Select all

sudo su otrs
type sudo password and then paste your command
:)
by kropek
11 Jul 2019, 12:35
Forum: Help
Topic: [SOLVED?]Reset password request from bad email?
Replies: 1
Views: 187

[SOLVED?]Reset password request from bad email?

Hi, i have otrs 6.0.19 and lastly i have a problem with receiving a reset password from our helpdesk. I try read all post but only answer i saw was about right user name and password to connect to smtp server. If i did't find answer with was posted i sorry for that. I lost about 20 h trying to solve...