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Today's Topics:
1. Re: Images in Auto-Response (Nick Bright)
2. Re: Tickets not appearing in "Tickets in my queue"
(Alexandre Lima)
----------------------------------------------------------------------
Message: 1
Date: Mon, 21 Sep 2015 11:01:21 -0500
From: Nick Bright <nick.bri...@valnet.net>
Subject: Re: [otrs] Images in Auto-Response
To: otrs@otrs.org
Message-ID: <560029d1.5000...@valnet.net>
Content-Type: text/plain; charset="windows-1252"; Format="flowed"
On 9/17/2015 4:10 PM, Florian Edlhuber wrote:
> Hi Dominik, Hi Nick, Hi Mailing List,
>
> 17/09/2015 20:08 - Dominik George wrote:
> > Nick wrote:
> >> We're trying to set up rich text auto responses. We drag & drop the
> >> image into the message and everything looks good. After saving, then
> >> re-opening the auto-response all of the images are stripped out.
>
> the CK Editor does not work well with drag&drop and browsers. But if
> you read the
> latest notes http://www.otrs.com/release-notes-otrs-5-beta-4/
>
> you'll see that OTRS5 will fully support this.
>
>
> > Messages with images are huge. Some people have slow or limited internet
> > access, and do not want to be transmitting large, useless data. It also
> > puts unnecessary load on inboxes.
>
> [x] agreed
Sometimes you just have to do what the boss demands, good idea or not.
> > Auto-replies are an (unavoidable) PITA. Don't blow them up too much,
> that
> > doesn't make anything better.
>
> [ ] agreed
> auto replies are not PITA in general :-) That depends on your needs.
> Sometimes you (or someone) (mis-)configures too much auto replies.
> This is not good.
>
> > Auto-replies are backscatter. That is, they are sent back to whatever
> > address a sender claimed. Large messages in auto-replies can be used to
> > attack other users by making your site send large e-mail to their
> accounts.
>
> [x] agreed
We have a very good spam filter so not much comes in that isn't a
legitimate ticket, fortunately.
>
> > If you can, turn off auto-replies compeltely. If you can't, please
> keep them
> > very short and conclusive.
>
> my opinion: turn on what you really need! Don't do more. If you
> *might* need it, don't do it.
>
> > Another hint: If you are accepting encrypted e-mail; then *do not*
> send back
> > an unencrypted auto-reply with a full quote - this is a serious
> information
> > leak!
>
> Very good thinking!! Thanks!
This is an excellent suggestion, and as we aren't quoting the message in
the auto-response, we're already set here.
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Message: 2
Date: Mon, 21 Sep 2015 15:35:54 -0300 (BRT)
From: Alexandre Lima <alexandre.l...@pop-ce.rnp.br>
Subject: Re: [otrs] Tickets not appearing in "Tickets in my queue"
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<460719309.13480.1442860554832.javamail.zim...@pop-ce.rnp.br>
Content-Type: text/plain; charset=utf-8
Thank you!
It was very helpful, my problem is solved :)
----- Mensagem original -----
De: "Susan Dittmar" <s.ditt...@eureca.de>
Para: "User questions and discussions about OTRS." <otrs@otrs.org>
Enviadas: Sexta-feira, 18 de setembro de 2015 6:17:24
Assunto: Re: [otrs] Tickets not appearing in "Tickets in my queue"
Hi Alexandre,
I'm not sure, but you might mix things here.
14/09/2015 19:43 - Alexandre Lima wrote:
> My problem is that I have agents that own some queues, but when a ticket is
> sent
> to one of those queues, they appear in "All tickets" and not in "Tickets in my
> queue". As a result, the agents don't receive a e-mail notification when a new
> ticket is created.
There's two ways to 'own' a queue: having access to a queue, and having put the
queue into your personal list of queues.
Access right is granted by the otrs administrator. The list of queues in 'my
queues' is configured individually in the settings the user himself can change.
In our environment, I do have access to all queues. That's fine, for there
might
be reason for me, being backup for some of our crews, to interact with tickets
in all those queues. But I chose only very few queues as 'my queues', because I
need to be informed only about new tickets in those few queues I am directly
responsible for and not about all tickets in the queues I only have to access
if
something goes wrong or if the responsible person becomes ill.
Hope that helps,
Susan Dittmar
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