Is there a list which ticket actions send an email [to the customer]? For "note internal/external" it's quite obvious, but nothing tells me if "Phone Call Inbound/Outbound" notify anyone.
Is this documented somewhere? Is it possible to configure an indication at each actionwhether it's going to send something out?
No there is not.
Only if you create a new article type that is "email" it will get send. By default you can create a new "email ticket" and you can select an e-mail outbound or reply to an e-mail message.
by default only email-external, email-internal, email-notification-ext, email-notification-int get send. All other Times can only be seem from inside OTRS.
Related
I want to be able to send messages using SES. My sender's email is noreply#mydomain.com . The domain and sender's email are verified identities in SES. Now whenever my app sends an email, I don't want the receiver to be able to reply to the email I sent. How can I configure the sender email so that it never receives an email as reply from the user?
Ok so this is going to sound simple but follow this guide. There is one step though I struggled with which I got lost for hours on. Guide
Make sure when you're creating the MX record, you need to add the inbound SMTP as well as the normal email smtp.
10 inbound-smtp.us-east-1.amazonaws.com
11 email-smtp.us-east-1.amazonaws.com
You need to add both in order to receive email as well. Then, your rule sets will work as intended.
I have a high level architecture question:
I have a django app where users can send out sms to their contacts (telephone numbers, not users of my app). I am trying to implement a system where if someone replies to a specific text, such reply is forwarded to the user that started the thread.
I implemented an inbound webhooks to receive sms but I am now facing a problem: how do I know which text is a reply replying to? I can't seem to find any type of id in the sms inbound request and I am now starting to fear that this is just impossible.
Any idea? Should I try to use "Conversations"? Would that solve my problem and if so, how should I go about it?
Any suggestion?
Twilio developer evangelist here.
You cannot get the message that a user is replying to, because that doesn't exist in SMS. SMS messages are simply chronological. To test for yourself, open your SMS app and try to reply to the second to last message from someone.
You have a few options to try to tie a reply to a specific message:
Only ever send one message to be replied to at a time. Once you receive a reply to one message (or there's a timeout of some sort), send the next one.
Have the user enter a message identifier in their message. You can then parse the identifier out and associate the reply. This is not very user friendly and they may forget or get the wrong identifier in the message
Use multiple numbers to send the messages. So, if you have an active message you are waiting for a reply to, use a different number to send out the next message. You can then associate the reply based on the number the user replies to.
The last option is my preference since it doesn't affect the messages you can send at any time and doesn't require extra work on behalf of the user. It does require extra work to build a number pool and do the work to associate messages with sending numbers.
Say I've an email id xxx#gmail.com and I get a new mail, I want to send that new mail received instantly to multiple people say yyy#gmail.com , zzz#gmail.com, etc. Is there any script or something that I could use?
http://techietalkz.com/2011/12/07/how-to-auto-forward-incoming-emails-in-gmail-to-multiple-recipients/
and
https://webapps.stackexchange.com/questions/50372/auto-forwarding-emails-to-2-email-addresses
I think you'll need to login to the forwarding e-mail addresses in order to verify you're not just sending out unwanted spam, though.
I'm looking for an SMS gateway to send text messages over an HTTP interface.
However, some SMS gateways do not allow to set the sender ID, and those who allow it either require the user to prove that the sender ID is his own mobile phone number, or they manually check each sender ID to prevent SMS Spoofing.
For my application, however, I need to be able to set the sender ID as part of the HTTP request. Depending on the number of users, I might have thousands of different sender IDs, and I cannot authenticate or review them separately.
The purpose of my application is completely legal, as is the reason why I need to be able to send spoofed text messages.
Edit:
It seems that bulksms.com does allow what I need as soon as they trust the user to some extent. If you know of other gateways which allow setting the sender ID dynamically, please let me know.
It seems like the gateway you suggsted does let you set the sender ID. From their FAQ :
Is it possible to use the "sender id" parameter?
Setting of the Sender ID can be enabled after your initial credits
purchase. Sender Id requests are processed manually and thus we
suggest you request a sender Id change within office hours for a swift
response. Giving you full control of your sender ID, is only available
after you have been a regular and trusted user. Sender Id can also be
set via http request and email to SMS.
I finally settled with Routo Messaging, and the experience so far is very promising. They let you set the sender ID as soon as you have made your first payment, and if you describe them the reason you need it, they let you set the sender ID even on the free test messages you get when signing up on their website.
Disclaimer: I am not affiliated with Routo.
Fogmo offer an API for this very purpose.
My goal is that agents can attach notes to a ticket by email.
I have set up a second mail address ticketnotes#... which is filtered by a PostMaster Filter. In this way I can set the X-OTRS-[FollowUp-]ArticleType header to note-internal and X-OTRS-[FollowUp-]SenderType to agent and the email gets attached as agent note to the ticket mentioned in the subject. That works quite well. The problem is that the subsequent notifications emails are of the type Agent::FollowUp and not Agent::AddNote. That is confusing my agents.
Can someone tell me what I'm missing here?
Followups are when a user mails an email. You will want to set the header. Set this field: X-OTRS-FollowUp-ArticleType
see the code:
ArticleType => $GetParam{'X-OTRS-FollowUp-ArticleType'},
http://tesisitil.googlecode.com/svn/trunk/trunk/otrs-2.4.5/Kernel/System/PostMaster/FollowUp.pm
see also: http://forums.otterhub.org/viewtopic.php?f=61&t=4966