I'm unable to find the answer for 3 questions below.

[Humat]

Dear Sir,

I am a beginner to OTRS Helpdesk and using version 3.1.7, have only started a few months ago.

1. The Autoreply and Notifications (Event) are only displaying in plain text of the <customer wrote>, while I'm trying to display in html format so then the customer can see the logo image what the customer has wrote on his/her own mail.

I have tried the following setting for converting plain text to html format such as:

-Admin tab>Sysconfig>Frameworks>Core::Web--> Frontend::RichText which is set to No, and also
-Admin tab>Sysconfig>Tickets>Core::Postmaster--> PostmasterAutoHTML2Text is set to No

My email looks like this as below the line.
________________________________________________
Hi Humat
You have new notification:

Porcia<porcia@test.co.za> wrote:

<snip>
SUBJECT:Please log Thapelo out of Project
BODY:
Thapelo is locked in Project 14433

[cid:image001.jpg@01CD698D.7BB81820] (---> this is suppose to show
images.)
(or this)
[Description:
C:\Users\Porcia.NTDOMAIN\AppData\Roaming\Microsoft\Signatures\email_new.jpg]
(---> also this is suppose to show images.)

Thanks in advance
Porcia
<snip>
_________________________________________________

2. How do i display the customer firstname only on the Notifications
(Event) when the ticket is closed. I know how to notify the closed ticket, but I want to show only the customers firstname, because the system only show me firstname and lastname (such as using <OTRS_CUSTOMER_REALNAME>), I have tried with so many tags such as <OTRS_CUSTOMER_DATA_UserFirstname>,
<OTRS_UserFirstname> and <OTRS_CUSTOMER_UserFirstname> but it return dash(-).

3. Lastly, after i opened the new ticket the auto-response, response or anythings that i send ticket shows unread stars again how do i disable all the unread star when the ticket is opened at once only.
(I know how to change the color of star by configuring setting in C:\Program
Files\OTRS\OTRS\var\httpd\htdocs\skins\Agent\default\css\Default.css)

Your help will be greatly appreciated.

Kindest Regards
Humat

[crythias]

The Autoreply and Notifications (Event) are only displaying in plain text of the <customer wrote>, while I'm trying to display in html format so then the customer can see the logo image what the customer has wrote on his/her own mail.

I don't know if this is necessarily going to be fixed, fixable, or even worth fixing. I'm only replying as an observer.

[Description:
C:\Users\Porcia.NTDOMAIN\AppData\Roaming\Microsoft\Signatures\email_new.jpg]
(---> also this is suppose to show images.)

I don't know how that would work, either. It's not as if otrs has access to the user's C: drive.

How do i display the customer firstname only on the Notifications
(Event) when the ticket is closed. I know how to notify the closed ticket, but I want to show only the customers firstname, because the system only show me firstname and lastname (such as using <OTRS_CUSTOMER_REALNAME>), I have tried with so many tags such as <OTRS_CUSTOMER_DATA_UserFirstname>,
<OTRS_UserFirstname> and <OTRS_CUSTOMER_UserFirstname> but it return dash(-).

If the UserFirstname returns a dash, it is because the field is empty. Can you verify otherwise?

The interface for Responses, for instance, shows:

Code: Select all

<OTRS_CUSTOMER_DATA_*>
Options of the current customer user data (e. g. <OTRS_CUSTOMER_DATA_UserFirstname>).

and so, incidentally, does the interface for Notifications (3.1)

Lastly, after i opened the new ticket the auto-response, response or anythings that i send ticket shows unread stars again how do i disable all the unread star when the ticket is opened at once only.
(I know how to change the color of star by configuring setting in C:\Program
Files\OTRS\OTRS\var\httpd\htdocs\skins\Agent\default\css\Default.css)

you would need to click on the article entry that has the star in order to confirm the entry has been read.

[Humat]

Ok cool thanks... I'll figure it out if i get the answer for the first two questions. Will post it too if i found it.

Regards
Humat