[otrs] Bulk Action - Send Email - keep original subject

[NetSaint]

Hello,

I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address.

Recently, I got over 500 tickets over the weekend into my queue, which is unusual. Some copyright company decided to notify for each mp3 song a user downloaded. So, these 500 tickets belong to just 5 users. My responsibility is to forward those notifications to the end use. I upgraded to 3.3.7 yesterday and wanted to do the following. Search for tickets so I find all tickets belonging to a single user, then use the bulk action to send a generic reply back to the copyright company to let them know we got the notification and will try to forward the notice. Then use the bulk action again to forward the tickets to the end user and close the tickets. All of this seems to be working in 3.3.7 My only problem is that in the pop up window (below) of the Ticket Bulk Action where I click on Send Email, it is asking for a subject. I like the subject to be the original subject with a RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this doesn’t seem to work. If I leave it blank it complains about it being blank. I can’t send 100 emails to a customer all with the same subject, I need to original subject to stay in place….does anybody knows if this is possible?

Here a screenshot of the subject field -> Loading Image...

Thanks,
- Swen

[Gerald Young]

I'd think about a Generic Agent/Notification Event combination.
<OTRS_CUSTOMER_SUBJECT> (?) <OTRS_TICKET_Title> (?) might be options in
either your bulk case or Notification Event

Post by NetSaint
Hello,
I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address.
Recently, I got over 500 tickets over the weekend into my queue, which is
unusual. Some copyright company decided to notify for each mp3 song a user
downloaded. So, these 500 tickets belong to just 5 users. My responsibility
is to forward those notifications to the end use. I upgraded to 3.3.7
yesterday and wanted to do the following. Search for tickets so I find all
tickets belonging to a single user, then use the bulk action to send a
generic reply back to the copyright company to let them know we got the
notification and will try to forward the notice. Then use the bulk action
again to forward the tickets to the end user and close the tickets. All of
this seems to be working in 3.3.7 My only problem is that in the pop up
window (below) of the Ticket Bulk Action where I click on Send Email, it is
asking for a subject. I like the subject to be the original subject with a
RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this
doesn’t seem to work. If I leave it blank it complains about it being
blank. I can’t send 100 emails to a customer all with the same subject, I
need to original subject to stay in place
.does anybody knows if this is
possible?
Here a screenshot of the subject field ->
https://dl.dropboxusercontent.com/u/21330287/otrs.png
Thanks,
- Swen
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[NetSaint]

Thanks,

I tried both variables in the subject but they don’t translate correctly (Screenshot: http://o7.no/1pEMihD) . It seems that OTRS is not evaluating for a variable in the subject field for bulk actions. :(

- Swen

I'd think about a Generic Agent/Notification Event combination. <OTRS_CUSTOMER_SUBJECT> (?) <OTRS_TICKET_Title> (?) might be options in either your bulk case or Notification Event
Hello,
I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address.
Recently, I got over 500 tickets over the weekend into my queue, which is unusual. Some copyright company decided to notify for each mp3 song a user downloaded. So, these 500 tickets belong to just 5 users. My responsibility is to forward those notifications to the end use. I upgraded to 3.3.7 yesterday and wanted to do the following. Search for tickets so I find all tickets belonging to a single user, then use the bulk action to send a generic reply back to the copyright company to let them know we got the notification and will try to forward the notice. Then use the bulk action again to forward the tickets to the end user and close the tickets. All of this seems to be working in 3.3.7 My only problem is that in the pop up window (below) of the Ticket Bulk Action where I click on Send Email, it is asking for a subject. I like the subject to be the original subject with a RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this doesn’t seem to work. If I leave it blank it complains about it being blank. I can’t send 100 emails to a customer all with the same subject, I need to original subject to stay in place….does anybody knows if this is possible?
Here a screenshot of the subject field -> https://dl.dropboxusercontent.com/u/21330287/otrs.png
Thanks,
- Swen
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[Michiel Beijen]

Hi Swen,

You're right, there's no support for variables in the Bulk Action
email. I know, I implemented it, and this was not a requirement. :D

If you can't do coding, I think the best solution would be a
combination of the two actions Gerald suggested: Create a
"Notification (Event Based) which can send out email and can use
variables and make it trigger on an update of some field; create a
Generic Agent job that selects your tickets and sets the field wich
triggers the Notification you created.
--
Mike

Post by NetSaint
Thanks,
I tried both variables in the subject but they don’t translate correctly
(Screenshot: http://o7.no/1pEMihD) . It seems that OTRS is not evaluating
for a variable in the subject field for bulk actions. :(
- Swen
I'd think about a Generic Agent/Notification Event combination.
<OTRS_CUSTOMER_SUBJECT> (?) <OTRS_TICKET_Title> (?) might be options in
either your bulk case or Notification Event

Post by NetSaint
Hello,
I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address.
Recently, I got over 500 tickets over the weekend into my queue, which is
unusual. Some copyright company decided to notify for each mp3 song a user
downloaded. So, these 500 tickets belong to just 5 users. My responsibility
is to forward those notifications to the end use. I upgraded to 3.3.7
yesterday and wanted to do the following. Search for tickets so I find all
tickets belonging to a single user, then use the bulk action to send a
generic reply back to the copyright company to let them know we got the
notification and will try to forward the notice. Then use the bulk action
again to forward the tickets to the end user and close the tickets. All of
this seems to be working in 3.3.7 My only problem is that in the pop up
window (below) of the Ticket Bulk Action where I click on Send Email, it is
asking for a subject. I like the subject to be the original subject with a
RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this
doesn’t seem to work. If I leave it blank it complains about it being blank.
I can’t send 100 emails to a customer all with the same subject, I need to
original subject to stay in place….does anybody knows if this is possible?
Here a screenshot of the subject field ->
https://dl.dropboxusercontent.com/u/21330287/otrs.png
Thanks,
- Swen
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[NetSaint]

Thanks for the answer, I will try my luck with the generic agent / notification…

- Swen

Post by Michiel Beijen
Hi Swen,
You're right, there's no support for variables in the Bulk Action
email. I know, I implemented it, and this was not a requirement. :D
If you can't do coding, I think the best solution would be a
combination of the two actions Gerald suggested: Create a
"Notification (Event Based) which can send out email and can use
variables and make it trigger on an update of some field; create a
Generic Agent job that selects your tickets and sets the field wich
triggers the Notification you created.
--
Mike

Post by NetSaint
Thanks,
I tried both variables in the subject but they don’t translate correctly
(Screenshot: http://o7.no/1pEMihD) . It seems that OTRS is not evaluating
for a variable in the subject field for bulk actions. :(
- Swen
I'd think about a Generic Agent/Notification Event combination.
<OTRS_CUSTOMER_SUBJECT> (?) <OTRS_TICKET_Title> (?) might be options in
either your bulk case or Notification Event

Post by NetSaint
Hello,
I am working for an ISP. I use a queue within OTRS for the abuse helpdesk address.
Recently, I got over 500 tickets over the weekend into my queue, which is
unusual. Some copyright company decided to notify for each mp3 song a user
downloaded. So, these 500 tickets belong to just 5 users. My responsibility
is to forward those notifications to the end use. I upgraded to 3.3.7
yesterday and wanted to do the following. Search for tickets so I find all
tickets belonging to a single user, then use the bulk action to send a
generic reply back to the copyright company to let them know we got the
notification and will try to forward the notice. Then use the bulk action
again to forward the tickets to the end user and close the tickets. All of
this seems to be working in 3.3.7 My only problem is that in the pop up
window (below) of the Ticket Bulk Action where I click on Send Email, it is
asking for a subject. I like the subject to be the original subject with a
RE: or so in front of it. I tried using RE: <OTRS_TICKET_SUBJECT>, but this
doesn’t seem to work. If I leave it blank it complains about it being blank.
I can’t send 100 emails to a customer all with the same subject, I need to
original subject to stay in place….does anybody knows if this is possible?
Here a screenshot of the subject field ->
https://dl.dropboxusercontent.com/u/21330287/otrs.png
Thanks,
- Swen
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