Translation

type: Content of: <section><table><tgroup><tbody><row><entry>
Reception of a follow-up for a ticket.
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Context English Russian State
OTRS allows you to send automatic responses to customers based on the occurrence of certain events, such as the creation of a ticket in a specific queue, the receipt of a follow-up message in regards to a ticket, the closure or rejection of a ticket, etc. To manage such responses, click the link "Auto responses" on the Admin page (see figure below).
 
Auto response management
Настройка авто-ответов
<graphic fileref="screenshots/administration/adminarea/admin-autoresponse.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
<graphic fileref="screenshots/administration/adminarea/admin-autoresponse.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
To create an automatic response, click on the button <literal>Add auto response</literal>, provide the needed data and submit it (see figure below).
 
Adding an auto response
Добавление авто-ответа
<graphic fileref="screenshots/administration/adminarea/add-autoresponse.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
<graphic fileref="screenshots/administration/adminarea/add-autoresponse.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
The subject and text of auto responses can be generated by variables, just as in signatures and salutations. If you insert, for example, the variable &lt;OTRS_CUSTOMER_EMAIL[5]&gt; into the body of the auto answer, the first 5 lines of the customer mail text will be inserted into the auto answer. You will find more details about the valid variables that can be used at the bottom of the screen shown in the Figure.
Как и в случае с подписями и приветствиями, тема и текст авто ответа может быть сгенерирована с помощью переменных. Если, например, в текст/тело авто ответа вставить переменную &lt;OTRS_CUSTOMER_EMAIL[5]&gt; , то первые 5 строк текста из письма клиенту будут вставлены в авто ответ. Более подробную информацию о допустимых переменных, которые можно использовать можно найти в нижней части экрана, как это показано на Рисунке.
For every automatic answer, you can specify the event that should trigger it. The system events that are available after a default installation are described in the Table 4-4.
 
Events for auto responses
События для авто-ответов
Name
Название
auto reply
автоответ
Creation of a ticket in a certain queue.
Создание заявки в определенной очереди.
auto reply/new ticket
auto reply/new ticket
Reopening of an already closed ticket, e.g. if a customer replies to such ticket.
Открытие уже закрытой заявки, например если клиент отвечает на определенную заявку.
auto follow up
автоотклик
Reception of a follow-up for a ticket.
Прием входящих заявок.
auto reject
автоотказ
Automatic rejection of a ticket, done by the system.
Автоматический отказ от заявки, сделаннный системой.
auto remove
auto remove
Deletion of a ticket, done by the system.
Удаление заявко, завершенных системой.
As with other OTRS entities, auto responses too cannot be deleted, only deactivated, by setting the Valid option to <emphasis>invalid</emphasis> or <emphasis>invalid-temporarily</emphasis>.
Как и в случае с другими сущностями OTRS, Авто ответы также не могут быть удалены, только деактивированы путем установки опции Действительный в значения <emphasis>не действительный</emphasis> или <emphasis>не действительный-временно</emphasis>.
To add an auto response to a queue, use the "Auto Response &lt;-&gt; Queues" link on the Admin page (see figure below). All system events are listed for every queue, and an auto answer with the same event can be selected or removed via a listbox.
 
Queue &lt;-&gt; auto response relations management
Настройка авто-ответов для очередей
<graphic fileref="screenshots/administration/adminarea/admin-autoresponse-queue.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
<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
Изменение авто-ответов для очереди
<graphic fileref="screenshots/administration/adminarea/autoresponses-queues-relations.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
<graphic fileref="screenshots/administration/adminarea/autoresponses-queues-relations.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
System Email Addresses
Системные адреса почты
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
Настройка системных адресов почты
<graphic fileref="screenshots/administration/adminarea/admin-email.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
<graphic fileref="screenshots/administration/adminarea/admin-email.png" scalefit="1" width="100%" contentdepth="100%"></graphic>

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type: Content of: <section><table><tgroup><tbody><row><entry>
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en/content/administration/adminarea/autoresponses.xml:77
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9 months ago
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i18n/doc-admin.ru.po, string 1314