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

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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
Email: alastair.french@aeroflex.com
http://www.aeroflex.com

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Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage

 

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