can`t reply to the auto answer message

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xaleks
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Znuny Version: 6.0.6
Real Name: Aleks
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can`t reply to the auto answer message

Post by xaleks »

Hello colleagues!
We use OTRS 6.0.6

After the update disappeared the opportunity to respond in an automatic response that the system sends to the user's first message. Now there are such fields.
Mark | Plain | Format | Message log | Print | Split.

How can I add the "Reply" field?

Very grateful for the hint.
root
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Re: can`t reply to the auto answer message

Post by root »

Hi,

Because it's an automatically generated e-mail from OTRS to the customer. Replying to OTRS would not really be useful.
Why do you need to reply to this e-mail and who's the recipient?

- Roy
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xaleks
Znuny newbie
Posts: 4
Joined: 15 Apr 2021, 12:28
Znuny Version: 6.0.6
Real Name: Aleks
Company: Tucha

Re: can`t reply to the auto answer message

Post by xaleks »

Hello Roy.
Thanks for your message.
This answer should receive a client who opened the ticket. In this way, we need to answer in certain cases that it makes no sense to describe here.
I will be grateful if you can describe how to return the "Reply" field.
Thanks for any help!
root
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Re: can`t reply to the auto answer message

Post by root »

xaleks wrote: 16 Apr 2021, 08:16 I will be grateful if you can describe how to return the "Reply" field.
Hi,

Don't be offended, without a use case I can't offer an alternative and the solution is: start your editor and change the code.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
xaleks
Znuny newbie
Posts: 4
Joined: 15 Apr 2021, 12:28
Znuny Version: 6.0.6
Real Name: Aleks
Company: Tucha

Re: can`t reply to the auto answer message

Post by xaleks »

Please tell me more about it. Where exactly and what code need to be changed?
Thank you.
jojo
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Re: can`t reply to the auto answer message

Post by jojo »

xaleks wrote: 16 Apr 2021, 08:16 This answer should receive a client who opened the ticket. In this way, we need to answer in certain cases that it makes no sense to describe here.
Thats why there is a reply on the original message.
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xaleks
Znuny newbie
Posts: 4
Joined: 15 Apr 2021, 12:28
Znuny Version: 6.0.6
Real Name: Aleks
Company: Tucha

Re: can`t reply to the auto answer message

Post by xaleks »

root wrote: 16 Apr 2021, 09:23
xaleks wrote: 16 Apr 2021, 08:16 I will be grateful if you can describe how to return the "Reply" field.
Hi,

Don't be offended, without a use case I can't offer an alternative and the solution is: start your editor and change the code.

- Roy
When the recipient doesn't confirm that he has received the auto-reply message (which contains the test task), we have to remind him about it. In doing that we need to quote the previous message with the task itself, otherwise it doesn't make any sense. That's what we need the "Reply" button in the auto-responder' message for.
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