(solved) not able to recieve correct external emails from helpdesk which are sent to agents

[salluy33]

otrs version 4.0
os:WINDOWS

not able to receive correct external emails from helpdesk which are sent to agents

i am facing the below condition

have been having problem while updating the agent notification section even though i have updated it quite some time and i am literally banging my head on the wall now , all i keep recieving as an agent is below

Hi <OTRS_UserFirstname>,

There is a new ticket in Information Technology!

d*********** <d********************* wrote:

<snip>
the message by the customer"**********"

<snip>
and i have updated it many times to

There is a new ticket in <OTRS_TICKET_Queue>!

<OTRS_CUSTOMER_FROM> wrote:


<OTRS_CUSTOMER_EMAIL[30]>


<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID>

<OTRS_TICKET_Queue>


it would be very help ful if any cone could understand it and do tell me what should i do now?

for tags of OTRS do visit my blog http://otrstags.blogspot.com/

[crythias]

Please explain this as you would to a supervisor or your mother. Would either of them understand what you asked as you wrote it? What would they ask you about this?

Kindly read my Need help? link in my signature.

[salluy33]

sorry my bad its just that i have been stuck on this problem for quite some time and i am wasting a lot of my time on this problem it just wont update i have tried almost everything.

If you could suggest me something it would save a lot of my time

[crythias]

I don't know what the problem is.

[eandrex]

haha im think i know where this is going..

i think what he meant is that OTRS is not parsing these things

<OTRS_CUSTOMER_DATA_UserFirstname>
<OTRS_TICKET_Queue>
and so on.

If that is the issue.. go to these auto replies, edit them, go to "HTML mode" and make sure your reply is in this format

Code: Select all

Hi <OTRS_CUSTOMER_DATA_UserFirstname>
<br />
..

There is a new ticket in <OTRS_TICKET_Queue>

To summarize, check for weird <span> tags in betwen your "OTRS Tags".. and im not sure, but i think <OTRS_UserFirstname> does not exists

[salluy33]

finally solved it .

the problem was really out of hand there was really no solution to it so when we re installed the system it worked it seems that the system was not properly responding due to minor glitches , but now it has solved ,

thank you all who tried to help me when i was banging my head on the wall

[crythias]

Do share... these type of posts don't help future visitors.