Do I have to bounce the ticket to generate this default closed -> new ticket response?
Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: [EMAIL PROTECTED] Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von [EMAIL PROTECTED] Gesendet: Freitag, 17. März 2006 13:05 An: [email protected] Betreff: AW: [otrs] Auto Responses Hey Alex, I have been testing the email for 2 days straight now, and I think my thought process is a little fuzzy. Ticket is opened per email Ticket is closed by the agent Follow up is sent by the customer ------------------- now it gets tricky. ------------------- The ticket, even though it is closed opens up again. <* deny the follow-up <* reopen the ticket <* leave it closed but open a new ticket (I don't know whether the two <tickets are automatically linked together) The only logical thing I can figure out is that the ticket number has to be in the subject. What do you do to accomplish the steps that you described? Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: [EMAIL PROTECTED] Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Alexander Scholler Gesendet: Freitag, 17. März 2006 12:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Auto Responses Hi, this response will be sent when a new ticket is created as result of an follow-up of a closed ticket. You can decide within the queue-settings what reaction is done after an follow-up retrieval of an closed ticket: * deny the follow-up * reopen the ticket * leave it closed but open a new ticket (I don't know whether the two tickets are automatically linked together) Bye, Alex [EMAIL PROTECTED] schrieb: > Hi all, > > > > When and how can I use the default closed -> new ticket auto response? > > > > /*/Vielen Dank,/*/ > > /*/ /*/ > > /*/Shawn Beasley/*/ > > Support - IT > > LPID LPI000077664 > > VERIFICATION NUMBER 3vk4xshbx6 > > > > LPIC - 1 <http://www.lpi.org/> > > > > Tel. +49 6543 983 113 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ 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 für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ 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 für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/
