Le Thu, 9 Aug 2007 10:46:50 +0200 Martin Hamant <[EMAIL PROTECTED]> écrivait:
> Hi ! > > I am testing OTRS to see if it can be suitable for our needs. > > 1) About Auto-reply feature: I have set defaults auto-reply messages > (follow-up, reply ...) but I can't make the "reject" one to work. > If a customer reply by email to a closed ticked, it just reopen it. > What I am expecting for in that case is rejecting with the messages: > > "Your previous ticket is closed. > > -- Your follow up has been rejected. -- > > Please create a new ticket. > > Your OTRS Team" > > > whether than reopen it ! > > What am I doing wrong ? Fixed ! Sometimes the simple thing to write down a question in a ML make the solution appears ... It was properties in "queue" that has to be set. > > > 2) Subject on customer follow-up and available variables > > - On the bottom of the auto-reply properties screen, there are some > variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... > etc). Is details for the wildcards in OTRS_TICKET_* are documented > somewhere ? > > - On customer follow-up, <OTRS_CUSTOMER_SUBJECT[20]> becomes something > like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like > to get the ORIGINAL ticket subject, that's why I hope i can use a > properties of OTRS_TICKET_* > I'm still working in that : help would be appreciated ! :) -- Martin _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
