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type: Content of: <section><para>
Context English State
auto reply
Creation of a ticket in a certain queue.
auto reply/new ticket
Reopening of an already closed ticket, e.g. if a customer replies to such ticket.
auto follow up
Reception of a follow-up for a ticket.
auto reject
Automatic rejection of a ticket, done by the system.
auto remove
Deletion of a ticket, done by the system.
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>.
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
<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>


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OTRS 6 / Administration ManualEnglish

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type: Content of: <section><para>
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a year ago
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a year ago
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i18n/doc-admin.pot, string 1323