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 <christian.schoepplein@otrs.com> wrote:

Hello KartheK,

On Di, Apr 04, 2006 at 12:17:02 +0100, KartheeK wrote:
>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

Best regards,
Christian

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