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.
can`t reply to the auto answer message
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Re: can`t reply to the auto answer message
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
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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Do you want to contribute or want to know where it goes ?
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 ?
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Re: can`t reply to the auto answer message
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!
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!
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- Administrator
- Posts: 3965
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: can`t reply to the auto answer message
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 ?
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 ?
-
- 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
Please tell me more about it. Where exactly and what code need to be changed?
Thank you.
Thank you.
Re: can`t reply to the auto answer message
Thats why there is a reply on the original message.
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- 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
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.