Yes the queue is set to have an auto response of "auto reply". This works if an email is sent to the mailbox monitored by the queue but not if we use the API to create the ticket. The reason we have two methods is a website hosted by anther division of the company will only send tickets to us by email with the sender set as the webmaster. We have this going to a separate mail box and have an external script that picks up the mail, works out who it should have been sent from and creates a ticket via the API as if it had come in via email with the headers set correctly. Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 06 September 2012 16:27 To: User questions and discussions about OTRS. Subject: Re: [otrs] Auto Response from API created ticket Does the queue in which the article is created have an auto reply? On Thu, Sep 6, 2012 at 10:36 AM, French, Alastair < Alastair.French@aeroflex.com> wrote: We are having issues with responses not being sent to the customer when a ticket is created via the API The ticket is being created OK and then the article appears to create OK. The agents are being notified but nothing is logged in the history about the customer being notified. The responses are being sent if the ticket is opened by email but not via the API. The auto response is set in OTRS to be "auto reply" The (hopefully) relevant bits of the API call are $articleid = $soapclient->__soapCall("Dispatch", array($soapuser, $soappass, "TicketObject", "ArticleCreate", "TicketID , $ticketid, "ArticleType", 'email-external', "SenderType", 'customer', # agent|system|customer "From" , utf8_encode(ucfirst($custFirstName) . ' ' . ucfirst($custLastName) . ' <' . $custEmail . '>'), "To" , ' europe.rma@aeroflex.com', "Subject", $ticketSubject, "Body", utf8_encode($cleanBody), "MessageID", $header->message_id, "ContentType", 'text/plain; charset=utf-8', "HistoryType", 'EmailCustomer', "HistoryComment", 'Automatically Generated via RMA Web Request', "UserID", $soapuserid, "NoAgentNotify", 0, "AutoResponseType", 'auto reply', )); OTRS Version 3.0.10 What have we missed? Thanks Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 tel:%2B44%20%280%29%201438%20772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. 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