Not able to "Compose Answer (email)"
Moderator: crythias
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- Znuny newbie
- Posts: 7
- Joined: 19 Apr 2010, 21:07
- Znuny Version: 2.4.7
Not able to "Compose Answer (email)"
Hello!
I am a new user to OTRS (2.4.7 running on Ubuntu Server), and I have hit a snag.
Mail seem to work, Notification goes out, incoming tickets are pulled by Postmaster into my queue.
When I open a ticket, I see that it was sent by "firstname.lastname@domain.com", just as I expect.
But, I cannot reply to a ticket, there is no Email-address listed by Compose Answer (email):
What may I been missing here? I have gone over the manual this weekend, as well as a bit of Google'ing, but no luck.
Any help appreciated.
Thanks!
I am a new user to OTRS (2.4.7 running on Ubuntu Server), and I have hit a snag.
Mail seem to work, Notification goes out, incoming tickets are pulled by Postmaster into my queue.
When I open a ticket, I see that it was sent by "firstname.lastname@domain.com", just as I expect.
But, I cannot reply to a ticket, there is no Email-address listed by Compose Answer (email):
What may I been missing here? I have gone over the manual this weekend, as well as a bit of Google'ing, but no luck.
Any help appreciated.
Thanks!
Not able to "Compose Answer (email)"
Hi,
You'll have to specify the addresses you want to use for outgoing email under Admin > Email Addresses, and then, attach that address to the queue the ticket is in. It sounds like the ticket currently is in a queue without a valid email address?
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Mike.
You'll have to specify the addresses you want to use for outgoing email under Admin > Email Addresses, and then, attach that address to the queue the ticket is in. It sounds like the ticket currently is in a queue without a valid email address?
--
Mike.
huntingbears.nl - @michielbeijen on Twitter
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- Znuny newbie
- Posts: 7
- Joined: 19 Apr 2010, 21:07
- Znuny Version: 2.4.7
Not able to "Compose Answer (email)"
Sounds logical, because I do not remeber mapping such an address. I will verify this as soon as I get to the office tomorrow.
Is this also the reason for no notification being sent to the reporting email address when a ticket is closed?
Is this also the reason for no notification being sent to the reporting email address when a ticket is closed?
Not able to "Compose Answer (email)"
Have you made a custom notification? Usually, the notifications are added as articles to the tickets. Can you see those?janjohansson wrote:Is this also the reason for no notification being sent to the reporting email address when a ticket is closed?
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Mike.
huntingbears.nl - @michielbeijen on Twitter
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- Znuny newbie
- Posts: 7
- Joined: 19 Apr 2010, 21:07
- Znuny Version: 2.4.7
Not able to "Compose Answer (email)"
I did activate the "defautls" under Auto Responses <-> queue and made quick translates of the templates.
One more thing (again, I am not at the system right now. But since you seem to be online and answering.. i figured i would fire off a ''blind' question.) should i assign the same outgoing email as is the incoming email for the queue?
Because I would assume that is the way in which the user can reply to the reply sent from OTRS and the users comment be added to the ticket?
One more thing (again, I am not at the system right now. But since you seem to be online and answering.. i figured i would fire off a ''blind' question.) should i assign the same outgoing email as is the incoming email for the queue?
Because I would assume that is the way in which the user can reply to the reply sent from OTRS and the users comment be added to the ticket?
Not able to "Compose Answer (email)"
That is not required. You can send to info@example.com but receive replies from tech-support-l3@example.com.
Actually, any incoming address on your system can be used to update a ticket. It does not matter what queue the ticket is currently in.
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Mike
Actually, any incoming address on your system can be used to update a ticket. It does not matter what queue the ticket is currently in.
--
Mike
huntingbears.nl - @michielbeijen on Twitter
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- Znuny newbie
- Posts: 7
- Joined: 19 Apr 2010, 21:07
- Znuny Version: 2.4.7
Not able to "Compose Answer (email)"
Ah, yes. I realized that after taking a closer look at the docs with some newfound knowledge provided by you.
Thanks! Now I have a few things to check tomorrow!
Thanks! Now I have a few things to check tomorrow!
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- Znuny newbie
- Posts: 7
- Joined: 19 Apr 2010, 21:07
- Znuny Version: 2.4.7
Not able to "Compose Answer (email)"
Ah!
Much closer to a solution now. The only thing i do not understand now is how the "outgoing" mailadress is selected.
I created a system email address of got.adm.service-request@company.com (which is the same address that postmaster pops to get messages into the queue named Service Request).
When i click the "Compose Answer"-link, the "From Address" is set to itservices@company.com
I check the queue settings for "Service Request", and the System Address is got.adm.service-request@company.com
itservices@company.com was the first address i created when I installed the system.
I must be missing something very simple here?
Much closer to a solution now. The only thing i do not understand now is how the "outgoing" mailadress is selected.
I created a system email address of got.adm.service-request@company.com (which is the same address that postmaster pops to get messages into the queue named Service Request).
When i click the "Compose Answer"-link, the "From Address" is set to itservices@company.com
I check the queue settings for "Service Request", and the System Address is got.adm.service-request@company.com
itservices@company.com was the first address i created when I installed the system.
I must be missing something very simple here?
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- Znuny superhero
- Posts: 723
- Joined: 10 Oct 2007, 14:30
- Znuny Version: 3.0
- Location: Hamburg, Germany
Not able to "Compose Answer (email)"
Did you assign this address at
Admin => Queue ==> Systemaddress
for the queue you are replying from to the customer?
Admin => Queue ==> Systemaddress
for the queue you are replying from to the customer?
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
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- Znuny newbie
- Posts: 7
- Joined: 19 Apr 2010, 21:07
- Znuny Version: 2.4.7
Not able to "Compose Answer (email)"
Yes, I think it is correct? I am attaching a screenshot.
You do not have the required permissions to view the files attached to this post.
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- Znuny superhero
- Posts: 723
- Joined: 10 Oct 2007, 14:30
- Znuny Version: 3.0
- Location: Hamburg, Germany
Not able to "Compose Answer (email)"
Ah, I see...
On existing Tickets OTRS will keep its settings. Try this with a new one.
Note that Outlook replaces the EMail Address in case it is an alias. It will then take the origin name.
On existing Tickets OTRS will keep its settings. Try this with a new one.
Note that Outlook replaces the EMail Address in case it is an alias. It will then take the origin name.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
-
- Znuny newbie
- Posts: 7
- Joined: 19 Apr 2010, 21:07
- Znuny Version: 2.4.7
Not able to "Compose Answer (email)"
*grooooaaan*
I should have guessed that.
Sorry, and thanks!
I should have guessed that.
Sorry, and thanks!
Re: Not able to "Compose Answer (email)"
Hi There,
I seem to have the same issue -- no clickable email address under Compose Answer -- however I added valid email addresses under Admin -> Email Addresses, and then assigned one of these to the queue.
The selected email address is OK, I have emails pouring in to this queue just fine. Also auto-replies go out with this particular queue email address.
Still I have nothing under Compose Answer.
Thanks for any insight!
Regards,
Peter
I seem to have the same issue -- no clickable email address under Compose Answer -- however I added valid email addresses under Admin -> Email Addresses, and then assigned one of these to the queue.
The selected email address is OK, I have emails pouring in to this queue just fine. Also auto-replies go out with this particular queue email address.
Still I have nothing under Compose Answer.
Thanks for any insight!
Regards,
Peter