Need help otrs

[atingbowest]

Hello,

I have two questions

how to notify the operator when the helpdesk reply to an email by the otrs interface ??


how to filter messages whose subject are empty ??

Best Regards

[crythias]

how to notify the operator when the helpdesk reply to an email by the otrs interface ??

Call him.
Or, rephrase your question.
Who is the operator? The Owner of the ticket?
What is the helpdesk and why is it replying to an email?
What is the OTRS interface doing?

how to filter messages whose subject are empty ??

Postmaster Filter ... try ^$

[atingbowest]

Call him.
Or, rephrase your question.
Who is the operator? The Owner of the ticket?
What is the helpdesk and why is it replying to an email?
What is the OTRS interface doing?


1- I have 5 Operator.. I want to do when Admin OTRS reply to a ticket that all operator receive an email notify
2- I call helpdesk admin otrs.
3- I use otrs 3.2


Postmaster Filter ... try ^$[/quote]

I compare with the characters ^$ ???

PS: sorry for my english.. i'm french

Regards

[crythias]

An agent will receive notifications of new tickets and followups if:
The Agent's Preferences for Notifcations are Yes and the Queues are highlighted in the Agent's "My Queues"
The Agent will not receive notifications if the agent did an action that would notify himself of that action.
The Agent will not receive notifications of followups to locked tickets (only the Owner will receive notifications).

I compare with the characters ^$ ???

At the Postmaster Filter, Subject, yes. ^ means start of string. $ means end of string. ^$ means nothing between start and end.
If it doesn't work, you might try a filter at your email server.

[atingbowest]

Good the postmaster is Ok.

tell me

- how can i assign the <OTRS_OWNER_UserFirstname> at the owner ??

- how can i assign the <OTRS_RESPONSIBLE_UserFirstname> at the operator ?


Regards

[reneeb]

Can you describe more detailed what you want to achieve?

<OTRS_OWNER_UserFirstname> is a placeholder in replys etc. that is replaced with the firstname of the ticket owner. The same for <OTRS_RESPONSIBLE_UserFirstname>.

[atingbowest]

Can you describe more detailed what you want to achieve?

<OTRS_OWNER_UserFirstname> is a placeholder in replys etc. that is replaced with the firstname of the ticket owner. The same for <OTRS_RESPONSIBLE_UserFirstname>.

I have 4 file and 4 operator. I want to assign a file to each operator of such so that when a user sends a message that the automatic response or I defined ( Responsable: Agent : <OTRS_RESPONSIBLE_UserFirstname> ) the User know that it is the agent who is responsible for his ticket.

[crythias]

Edit Config Settings in Ticket -> Core::Ticket

Ticket::DefineEmailFrom

[atingbowest]

Please

How can i disable agent 'AddNote' notification ??

[crythias]

How can i disable agent 'AddNote' notification ??

If the ticket is locked by one agent and a different agent adds a note to the ticket, this is to let the owner know that there was a note added to the ticket. Otherwise, the owner won't be notified about notes left on the ticket.

[atingbowest]

How can i disable agent 'AddNote' notification ??

If the ticket is locked by one agent and a different agent adds a note to the ticket, this is to let the owner know that there was a note added to the ticket. Otherwise, the owner won't be notified about notes left on the ticket.

So by default this notify (AddNote) can't disable ???

[crythias]

So by default this notify (AddNote) can't disable ???

No.