type: Content of: <section><para>
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.
Context English Russian State
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>
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 Добавление системного адреса исходящей почты
<graphic fileref="screenshots/administration/adminarea/add-email.png" scalefit="1" width="100%" contentdepth="100%"></graphic> <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>. Как и другие сущности OTRS, емейл адреса не могут быть удалены, только деактивированы, установив опцию Действительный в значение <emphasis>не действительный</emphasis> или <emphasis>не действительный-временно</emphasis>.
Ticket Notifications Уведомления по заявкам
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 Настройка уведомлений по тикетам
<graphic fileref="screenshots/administration/adminarea/admin-notification-overview.png" scalefit="1" width="100%" contentdepth="100%"></graphic> <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 Настройка уведомлений
<graphic fileref="screenshots/administration/adminarea/admin-notification-basic.png" scalefit="1" width="100%" contentdepth="100%"></graphic> <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 Настройка получателей уведомлений
<graphic fileref="screenshots/administration/adminarea/admin-notification-recipients.png" scalefit="1" width="100%" contentdepth="100%"></graphic> <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 Настройка способов уведомлений


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Source string comment
type: Content of: <section><para>
Source string location
String age
a year ago
Source string age
a year ago
Translation file
i18n/, string 1335