Well, in effect in OTRS 2.1.7 the function works correctly, if I add the
reject automatic response to the queue, the customer gets informed that the
ticket has been rejected, and the ticket stays closed.
I reported a bug for 2.1.7, cause I thought that a rejected message
shouldn't be attached to the ticket, but now I understand that this is the
expected behaviour.
Anyway it's been useful all the same...seems it helped founding out a real
bug in version 2.2 :)
Bye
Gabriele
----- Original Message -----
From: "André Bauer"
Hi Laurent Minost,
LM> I can confirm this behaviour also, I've just got the same thing a few LM> minutes ago to test if this setting was working correctly and how LM> customer is told that his ticket has been rejected.
I think this is an OTRS 2.2.2 only bug because it worked for me for months in OTRS 2.1.7.
In 2.1.7 you should check if you have done all needed steps in reject configuration.
1.) Set "Follow up Option:" in "[ Queue ]" to "Reject". 2.) Create entry in your language in "[ Auto Responses ]". 3.) Connect auto response to queue via "[ Auto Responses <-> Queue ]"
Since using OTRS 2.2.2 i have similar problems:
http://bugs.otrs.org/show_bug.cgi?id=2191
LM> Laurent
-- Greets André Bauer monotek@gmx.net
System: Ubuntu 6.06.1/Apache 2.0.55-MOD_PERL/MySQL 5.0.21/OTRS 2.2.2
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