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The following commands exist:
``send`` – Sends an email to the customer, including the cc and bcc recipients (``send`` also locks the ticket).
``nocc`` – If used together with ``send``, the cc and bcc recipients will be excluded.
``lock`` – Locks the ticket.
``unlock`` – Unlocks the ticket.
``get`` – Gets the last customer article and sends it to the agent.
``note`` – Adds an internal note to the ticket.
``close`` – Closes the ticket (also unlocks the ticket).
The package restricts the functionality of this feature to agents known to the system, but it does not use advanced security mechanisms such as digital signatures and the like.
Saves time because frequent logging in and out is not necessary.
Increase flexibility because you do not have to log in to the system.
Can be used in all areas where agents are not logged in permanently to the **OTRS** agent interface.
OTRSAgentEmailInterface
The agent interface address should be set to the same as in setting *Core → Email → NotificationSenderEmail*.
To check if the addresses are the same:
Select *OTRS* in the *Navigation* widget.
Navigate to *Core → Email* in the navigation tree and search for setting ``NotificationSenderEmail``.
Change the email address if needed, and remember it.
Select *OTRSAgentEmailInterface* in the *Navigation* widget.
Navigate to *Core → Email → PostMaster* in the navigation tree.
Change the value of key ``AgentInterfaceAddress`` to the same as set in step 3.
Usage
Reply any ticket notification and insert for example the following tag anywhere in the body of the mail:
Switch to the ticket from the ticket notification and compare the ticket state. The ticket should have the state *closed*.
Automated FAQ Ticket Creator
With the help of this feature add-on, it is possible to create time-controlled tickets via FAQ entries. This can refer to the FAQ entry itself or to a specific task that is related to the FAQ topic. This is particularly useful in situations, such as maintenance work, where routine activities take place at large intervals. The automatically generated ticket becomes a *To do* for the employee. And, through the FAQ documentation, everyone knows the steps of the task.
Example
An employee creates a FAQ entry for a specific maintenance task. The feature add-on will now automatically create an associated ticket after a specified period of time, reminding an employee to either renew the FAQ or to perform the activity described in the FAQ entry. For new employees who do not have experience, the FAQ makes it possible for them to perform the activity too, because the steps are clearly described in the documentation.
Keep FAQs up-to-date with reminders about necessary update.
Less frequently opened *resubmission tickets*.
Functionality can be used for one-time activities that include an end date.

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OTRS 7 / Feature Add-ons ManualEnglish

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read-only
Source string location
../../content/agent-email-interface/admin.rst:15 ../../content/out-of-office/admin.rst:18 ../../content/ticket-forms/admin.rst:58 ../../content/ticket-forms/admin.rst:329
String age
a year ago
Source string age
a year ago
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locale/content.pot, string 602