Hello Christian,
I want to send an "Auto Response" (say template A) when a new ticket is created and is put in "Open" Status and another auto response (say template B) if a new ticket is created and is put in "Pending" status.
If I am using the "Default Reply" of type "auto reply" then it is the same template created always. So I am thinking of introducing a custom "Auto Response type" like that of "auto reply".
Can you pass on some hints?
Thanks & Regards,
KartheeK
Christian Schoepplein
I am in the process of understanding the way how emails are generated to customers i.e Customer State Notify, Customer Move Notify . Can sombody give me a hint might trigger these mails?
Please take a look into Kernel/System/Ticket/Article.pm. There you'll find the SendCustomerNotification sub. Also Kernel/System/Notification.pm might help you.
KartheeK
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