Jorick,
What we did is create a special queue for tickets coming in over the phone
en configure it not to send any auto-replies
(of course if you do want to do an auto-reply but with a different text you
can do that as well).
If you then set $Self->{PhoneViewOwnSelection} (see ./Kernel/Defaults.pm) in
you own Config.pm to only point to that
queue, tickets will always be stored in there and you have total control
over the reply.
Good luck,
Tom Hesp
> -----Original Message-----
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of
> Robert Kehl
> Sent: donderdag 11 maart 2004 0:46
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Customer receives thank you for your email
> messagewhenusing phone view
>
>
> On Wednesday, March 10, 2004 11:24 AM
> Jorick Astrego <[EMAIL PROTECTED]> wrote:
> > When we use the Phone button to open a new ticket for a customer, they
> > receive an email message with "thank you for your email, you have been
> > assigned ticket no." or someting like that. How do I modify this
> > message to reflect that it was a phone entry?
>
> It doesn't matter for OTRS where a ticket is coming from, they are all
> just new tickets to it. As most systems mostly use email connections to
> provide tickets, the above form of an auto response was chosen.
>
> You might want to change the auto answer to "Thank you for your
> inquiry/request/question" or similar.
>
> htht,
>
> Robert Kehl
>
> --
> ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
> http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
>
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