Hi Cesar, Cesar Hernandez wrote:
I have been trying to set up an auto reply for rejected messages but the documentation has not been helpful on that.
I'll try to explain my problem.
When i receive a ticket the first thing i do is get to the zoom view and have a quick look, but if the message has to be rejected i go to the compose answer. In the Next ticket state menu i do not get an reject option.
What am i doing wrong? and how can i reject a ticket and use the auto reply i made for this messages???
This is different. The auto respons "reject" is used in the following case. The "follow up" option for a queue is set to "reject" (that means a follow up to closed tickets is not possible and will be rejected). If a follow up for a closed ticket (with queue follow up option = "reject") is arriving, then the closed ticket will not be reopend. The follow up will be rejected. If auto respons "reject" is set, then the sender gets a email notification. Martin -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!