First, thanks to all who tried to help. Sadly, the same problems remain.
>> First:
>> When a message is sent to OTRS via "[email protected]" it goes
>> into the support queue. When the ticket is replied to, the TO
>> address ("[email protected]") is put in the CC field of the
>> reply. So the reply ends up being sent back to the queue. This
>> is NOT what we want. How do I stop that behavior? I would like
>> to see any OTRS or Agent email filtered out of the reply CC.
>> UPDATE: "Fixed" this by making the CC: blank. Not the best solution.
Mariano Mara replied:
>I'm not a pro but let me try with this first one:
>When you said "When the ticket is replied to, the TO address...", I
>assume you meant "the FROM address":
No, I meant the "To:" address, that's what makes not sense to me.
>if you get a message to
>[email protected], you want to reply from [email protected], don't
>you?
Yes, and it does, but it also puts "[email protected]" in the CC of
the reply.
>What do you have in the "Systemaddress" parameter in the Queue
>Configuration Page for "support"? [email protected]?
"[email protected]" which resolves from the alias
"[email protected]".
Sorry, Mariano, not much help.
Then, Guillermo Vargas-DellaCasa replied:
>Maybe this helps...
>http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=322
Unfortunately none of the 3 scenarios was true in my case.
The email was NOT CCed to anyone, it was a simple one-To and one-From.
The To: was "[email protected]" and the From was a client address.
When I replied, the original From: was made the To: (as it should) and
the original To: was put into the CC field (as it should NOT).
Again, nice try, but I'm afraid the problem remains.
In addition, I still have the other 2 problems.
Second:
There used to be a line like this at the top of the queue display:
"Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8"
The "8" above was a link that opened ALL tickets, locked or not in'
that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck
with the "StatusView" mechanism to see locked tickets? It is not as
easy to find what you want in that.
Third:
I try to set the log info using the sysconfig GUI. When that doesn't
work I tried to set it directly in Config.pm. When that didn't work
I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let
me set an alternate log file. I finally set the log facility to local0
(which it DID let me do) and redid my /etc/syslog.conf file to send the
log data to a file of my choosing. This works, but I would still prefer
to control this via the sysConfig GUI. Any ideas?
Once again I appreciate the efforts so far, can anyone else offer any
enlightenment on my 3 problems with OTRS 2.4.2? And do the developers
ever read this forum?
Thanks.
- Richard
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