User reply notification

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kajeflento
Znuny newbie
Posts: 37
Joined: 19 Sep 2011, 10:09
Znuny Version: 3.0
Real Name: Kwizera Jean Florent
Company: MINECOFIN

User reply notification

Post by kajeflento »

Hello dears,
I am using OTRS as Help Desk System, and i would like to ask u, how can i get specific notification when a customer reply to my response, me as an agent!
For example, a customer sends a message, then i reply as an agent, so when a customer reply also i'm not getting any notification, so i would like to know if there is a way to get those notifications!
Any help is appreciated.

kind regard!
jojo
Znuny guru
Posts: 15020
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: User reply notification

Post by jojo »

Each agent needs to set this via his preferences (Follow Up Notification)
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
kajeflento
Znuny newbie
Posts: 37
Joined: 19 Sep 2011, 10:09
Znuny Version: 3.0
Real Name: Kwizera Jean Florent
Company: MINECOFIN

Re: User reply notification

Post by kajeflento »

jojo wrote:Each agent needs to set this via his preferences (Follow Up Notification)
for me ir is done, and i'm not notified is there anything else has to be done?

thx
Kind regard,
jojo
Znuny guru
Posts: 15020
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: User reply notification

Post by jojo »

have a look at the logfile
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
kajeflento
Znuny newbie
Posts: 37
Joined: 19 Sep 2011, 10:09
Znuny Version: 3.0
Real Name: Kwizera Jean Florent
Company: MINECOFIN

Re: User reply notification

Post by kajeflento »

jojo wrote:have a look at the logfile
Then after, what can i do there!
thx,
jojo
Znuny guru
Posts: 15020
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: User reply notification

Post by jojo »

there will be most likely an error
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
kajeflento
Znuny newbie
Posts: 37
Joined: 19 Sep 2011, 10:09
Znuny Version: 3.0
Real Name: Kwizera Jean Florent
Company: MINECOFIN

Re: User reply notification

Post by kajeflento »

jojo wrote:there will be most likely an error
Ok thx Jojo, i've found!
but what about the customer? can he/she know that his/her ticket has been answered?
and other thing how can i change the time name, here within OTRS it is written age to mean the time, and every one is asking me to change from Age to time? is it feasible?

I don't know how to thank u for ur support, but let me just say thx for all!
kind regard
jojo
Znuny guru
Posts: 15020
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: User reply notification

Post by jojo »

You'll answer the customer via the reply function. Than he will receive an email
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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