Hi !
I am testing OTRS to see if it can be suitable for our needs.
1) About Auto-reply feature: I have set defaults auto-reply messages
(follow-up, reply ...) but I can't make the "reject" one to work.
If a customer reply by email to a closed ticked, it just reopen it. What
I am expecting for in that case is rejecting with the messages:
"Your previous ticket is closed.
-- Your follow up has been rejected. --
Please create a new ticket.
Your OTRS Team"
whether than reopen it !
What am I doing wrong ?
2) Subject on customer follow-up and available variables
- On the bottom of the auto-reply properties screen, there are some
variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT...
etc). Is details for the wildcards in OTRS_TICKET_* are documented
somewhere ?
- On customer follow-up,