Responses

[rtorres]

For whatever reason I cannot find how to set responses like the old system where you click Responses and set them then associate etc. The 3.3.1 I can only see:

*Queue Settings

Queues Queues
Create and manage queues.

Templates Templates
Create and manage templates.

Templates <-> Queues Templates <-> Queues
Link templates to queues.

Auto Responses Auto Responses
Create and manage responses that are automatically sent.

Auto Responses <-> Queues Auto Responses <-> Queues
Link queues to auto responses.

Attachments Attachments
Create and manage attachments.

Attachments <-> Templates Attachments <-> Templates
Link attachments to templates.

Salutations Salutations
Create and manage salutations.

Signatures Signatures


When before there was a Responses option. What am I missing here?

[skullz]

In 3.3.x, it know as template..

From release note 3.3.x: It is now possible to specify templates (previously “standard responses”) also for creation of new tickets and for ticket forwarding.

[rtorres]

That's was it thanks

Have another issue that just popped up that has to be a configuration I am missing somewhere. I am setup with LDAP and it works great. When I try to update a ticket the sub To field is populated with the correct domain user email account but when you try to send the update it says in red: Please remove this entry and enter a new one with the correct value.

The email listed is the correct value and is the one the update should go to. It seems like the auto generated email To field in gray is not talking to the normal *To: field. If I manually type an email in it adds to the gray field and the process starts over again and I cannot submit the ticket update.

Hopefully this makes sense

[rtorres]

OK I have tried Setting ticket owner, locking/Unlocking ticket. The user can update the ticket just fine but the agent cannot updated.

otrs.log says:

[Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'send escalation notifications' from config file.
[Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'trigger escalation events' from config file.

Nothing else gets generated. Am I missing a some part of ticket configuration?

[rtorres]

Still having this issues. Can anyone be of some assistance please

[rtorres]

Well it is never a good sign when you get no responses back.

[reneeb]

The error message in the screenshot says it all: The value in "To" (the pre-filled one) is not valid.

[rtorres]

Yes but that is the problem because it is valid. Even if you type it manually it still says invalid. Is there a setting some where I should be checking that maybe I missed?

[crythias]

In your screen shot, there is a blank entry. That is not valid.

[rtorres]

Let me try explaining it differently. When you try to update a ticket the TO field does not populate anything. Just below the TO field is the name that should be in the TO field automatically. If I enter the name manually is says to please remove it and enter one with the correct value.

It seems as though the TO field is not mapped to the email address correctly or there is a setting I am missing.

[wurzel]

Hi,

please try to disable CheckMX records (and/or Check MailAdresses) in sysconfig and try again

Florian

[rtorres]

Sorry for the delay in response, that worked great. Thanks for the info