Can be used in all areas where agents are not logged in permanently to the **OTRS** agent interface.
Context English Chinese (Simplified) State
This feature add-on makes it possible for an agent to work with tickets via emails without having to use the web agent interface of **OTRS**. 此功能插件使服务人员可以通过电子邮件处理工单,而无需使用 **OTRS** 的Web界面。
In order to work with this module an agent could just reply to any ticket notification email by including one or many commands between two special command tags, like this: 为了使用此模块,服务人员可以通过在两个特殊命令标签之间包含一个或多个命令来回复任何工单通知邮件,如下所示:
or or(或)
Commands can be combined (comma separated) if it makes sense to combine them. 可以把几个命令组合使用(逗号分隔),需要确保组合后的命令是有意义的。
The following commands exist: 有以下命令:
``send`` – Sends an email to the customer, including the cc and bcc recipients (``send`` also locks the ticket). ``send`` - 向客户发送电子邮件,包括cc和bcc收件人(``send`` 还会锁定工单)。
``nocc`` – If used together with ``send``, the cc and bcc recipients will be excluded. ``nocc`` - 如果与 ``send`` 一起使用,cc和bcc收件人将被排除在外。
``lock`` – Locks the ticket. ``lock`` - 锁定工单。
``unlock`` – Unlocks the ticket. ``unlock`` - 解锁工单。
``get`` – Gets the last customer article and sends it to the agent. ``get`` - 获取最后一篇客户信件并将其发送给服务人员。
``note`` – Adds an internal note to the ticket. ``note`` - 为工单添加内部注释。
``close`` – Closes the ticket (also unlocks the ticket). ``close`` - 关闭工单(还会解锁工单)。
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. 该软件包将此功能的功能限制为系统已知的服务人员,但它不使用高级安全机制,如数字签名等。
Saves time because frequent logging in and out is not necessary. 节省时间,因为不需要频繁登录和注销。
Increase flexibility because you do not have to log in to the system. 提高灵活性,因为您无需登录系统。
Can be used in all areas where agents are not logged in permanently to the **OTRS** agent interface. 可用于服务人员未永久登录到 **OTRS** 服务人员界面的所有区域。
OTRSAgentEmailInterface OTRSAgentEmailInterface
The agent interface address should be set to the same as in setting *Core → Email → NotificationSenderEmail*. 服务人员界面位置与设置 *Core → Email → NotificationSenderEmail* 相同。
To check if the addresses are the same: 检查位置是否相同:
Select *OTRS* in the *Navigation* widget. 在 *导航* 小部件中选择 *OTRS*。
Navigate to *Core → Email* in the navigation tree and search for setting ``NotificationSenderEmail``. 导航到导航树中的 *Core → Email* 并搜索设置 ``NotificationSenderEmail``。
Change the email address if needed, and remember it. 如果需要,请更改电子邮件地址,并记住它。
Select *OTRSAgentEmailInterface* in the *Navigation* widget. 在 *导航* 小部件中选择 *OTRSAgentEmailInterface*。
Navigate to *Core → Email → PostMaster* in the navigation tree. 导航到导航树中的 *Core → Email → PostMaster*。
Change the value of key ``AgentInterfaceAddress`` to the same as set in step 3. 将 ``AgentInterfaceAddress`` 键的值更改为与步骤3中设置的值相同。
Usage 用法
Reply any ticket notification and insert for example the following tag anywhere in the body of the mail: 回复任何工单通知,并在邮件正文的任何位置插入以下标签:
Switch to the ticket from the ticket notification and compare the ticket state. The ticket should have the state *closed*. 从工单通知切换到工单,并比较工单状态。 工单应处于 *已关闭* 状态。
Automated FAQ Ticket Creator FAQ工单自动生成器
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. 借助此功能插件,可以通过FAQ知识库条目创建时间控制的工单。 这可以参考FAQ知识库条目本身或与FAQ知识库主题相关的特定任务。 这在诸如维护工作(其例行活动以很长的间隔进行)的情况下特别有用。 自动生成的工单成为员工的 *待办事项*。 并且,通过FAQ知识库文档,每个人都知道任务的步骤。
Example 样例


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English Chinese (Simplified)
No related strings found in the glossary.

Source information

Source string location
String age
a year ago
Source string age
a year ago
Translation file
locale/zh_CN/LC_MESSAGES/content.po, string 598