[otrs] Autoanswer/notification : customer email in reply to

[Christophe Pouillet]

Hi Salvador,

Thanks for you reply.
But it seems I've mised something.
When you say that autoresponses are sent to both customer and agent, do
you mean
an autoresponse to customer and a notification to agent. If so, that
already work.
If not, I don't see any parameter to specify multiple email adresses for
an autoreply.

thx for your lights,

Regards,
Chris
> Christophe,
> You can set the queues so that autoresponses are sent to both the customer
> and an agent email of your choice without the need for any special
> programming.  Alternately, there is a setting to BCC all messages to a
> specific external mailbox.
>
>
> On 2/22/07 01:39, "Christophe Pouillet" <cpouillet at exosec.fr> wrote:
>
>   
>> Hi list,
>>
>> This is my first post.
>> We are a small IT Services company and we are giving a try at OTRS to
>> see if it could match our needs.
>>
>> My support Team is mainly on the field at customers sites and have
>> almost only an access to their mail, not web access.
>> So 90% of the time, they support customers through email.
>>
>> What I would like to do is :
>>
>> - customer send a request in OTRS (support at example.com)
>> - OTRS creates a ticket with ticket number
>> - OTRS send an autoanswer or notification to an external common email
>> account (shared by the support team)
>> with a 'reply to' field set with customer email and a 'Cc' field set
>> with our support email (e.g support at example.com).
>>
>> I had a look in API and modules, found some interesting things but I'm
>> not a PERL developper so I'm stuck.
>>
>> Does anyone with same needs has already solved this ?
>> Any hints would be appreciate.
>>
>> Thanks for your lights,
>>
>> Best regards
>>
>> Chris.
>>
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>>     
>
> ----- 
> Salvador Manzo  [ 620 W. 35th St  €  Los Angeles, CA 90089   e.
> manzo at usc.edu ]
> Auxiliary Services IT, Datacenter
> University of Southern California
> 818-612-5112
> An avidity to punish is always dangerous to liberty. It leads men to
> stretch, to misinterpret, and to misapply even the best of laws. He that
> would make his own liberty secure must guard even his enemy from oppression;
> for if he violates this duty he establishes a precedent that will reach to
> himself. 
> Thomas Paine, "Dissertation on First Principles of Government"
>
>   
>
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