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Queue &lt;-&gt; auto response relations management
<graphic fileref="screenshots/administration/adminarea/admin-autoresponse-queue.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
To define the different auto responses that will be available for a queue, click on the corresponding queue name (see figure below). It is also possible to edit an existing auto response - to do so, click on the response and edit in the same manner as editing a new auto response.
Change auto response relations for a queue
<graphic fileref="screenshots/administration/adminarea/autoresponses-queues-relations.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
System Email Addresses
To enable OTRS to send emails, you need a valid email address to be used by the system. OTRS is capable of working with multiple email addresses, since many support installations need to use more than one. A queue can be linked to many email addresses, and vice versa. The address used for outgoing messages from a queue can be set when the queue is created. Use the "Email Addresses" link from the Admin page to manage all email addresses of the system (see figure below).
System email addresses management
<graphic fileref="screenshots/administration/adminarea/admin-email.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
If you create a new mail address (see figure below),you can select the queue or sub queue to be linked with it. This link enables the system to sort incoming messages via the address in the To: field of the mail into the right queue.
Adding a system email address
<graphic fileref="screenshots/administration/adminarea/add-email.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
As with other OTRS entities, email addresses cannot be deleted, only deactivated by setting the Valid option to <emphasis>invalid</emphasis> or <emphasis>invalid-temporarily</emphasis>.
Ticket Notifications
OTRS allows ticket notifications to be sent to agents and customers, based on the occurrence of certain events. Agents can customize their ticket notification settings via the <link linkend="user-preferences">preferences</link> link.
Through the "Ticket Notifications" link on the Admin page, you can manage the ticket notifications of your system (see figure below). OTRS comes with a set of predefined notifications that cover a wide range of use cases.
Ticket notification management
<graphic fileref="screenshots/administration/adminarea/admin-notification-overview.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
You can customize many aspects of the notifications. Click on the notification you want to change, and its content will be loaded for editing (see figure below).
Customizing a notification
<graphic fileref="screenshots/administration/adminarea/admin-notification-basic.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
You can edit the basic data of this notification such as name and comment, and control if the agents may choose to receive this notification (per transport method). For every language, a subject and body can be added/edited to configure what will actually be sent as the notification content.
Just as with signatures and salutations, it is possible to dynamically create the content of a notification by using special variables. You can find a list of variables at the bottom of the screen.
You can choose which events should trigger this notification, and limit it to tickets which match certain criteria (ticket and/or article filter). This makes it possible to create different notifications for different queues, priorities or other criteria that might be relevant for your system.
The recipients of the notification can be configured according to different criteria (groups, roles, individual agents etc.). All configured recipients will receive the notification.
Customizing a notification's recipients
<graphic fileref="screenshots/administration/adminarea/admin-notification-recipients.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
Additionally, you can specify if the notification should be sent to agents who are out of office, and limit the sending to once per day and ticket (e. g. pending reminder notification).
Notifications can be sent with different notification methods. The "Email" notification method is available in OTRS Free, with <emphasis role="bold">OTRS Business Solution™</emphasis> you also get the possibility to store and view the notifications in the database (so that no email client is needed to use OTRS) as well as to send them via SMS (e. g. for very important notifications).
Customizing notification methods
<graphic fileref="screenshots/administration/adminarea/admin-notification-transports.png" scalefit="1" width="100%" contentdepth="100%"></graphic>

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OTRS 6 / Administration ManualEnglish

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Source string comment
type: Content of: <section><para>
Flags
read-only
Source string location
en/content/administration/adminarea/ticket-notifications.xml:14
String age
a year ago
Source string age
a year ago
Translation file
i18n/doc-admin.pot, string 1336