When I set this up it put my message after it inserted the original message behind ">". I don't see the template to change this so it attaches the original message at the bottom of everything else.
Carl On Thu, 2004-10-28 at 15:54 +0200, Gerold Gruber wrote: > [EMAIL PROTECTED] wrote: > > > Support emails are answered via OTRS and frequently the customer never > > emails us back to let us know if it does or does not resolve the > > situation, so we typically set the ticket to autoclose. Is there a way to > > send a notice to the customer of the pending auto close because we > > consider the situation resolved? If the customer emails us back then we > > can cancel the autoclose, keep the ticket open and continue to attempt to > > resolve the problem? > you could create a message template with a text notifying the customer > in the way you describe. This could be sent easily and while doing > so the auto close state and duration can be set. > Perhaps you will not get the real auto close date from the database > (it is not yet there when you create the mail) but the method could > help. > An followup cancels autoclose and sets the ticket open automatically, > doesn't it? > > > > Carl > Gerold > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting fr Ihr OTRS System? > => http://www.otrs.de/ -- Carl Davis <[EMAIL PROTECTED]> _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
