Re: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response

OK, I'm at my wits' end. I guess I should be asking this question instead: In OTRS 1.3, is it possible for a previously unknown user to submit a ticket via email and receive an acknowledgement automatically. I envision this process as follows: 1. John Doe sends an email from jdoe@yahoo.com, which is not in the system. The user has not registered via the web interface and the admin has not set up such an account. 2. OTRS takes the email and generates an auto-response to jdoe@yahoo.comthat the ticket has been received and somebody will get back to them shortly. 3. OTRS also creates a customer account, obviously only containing the new user's email address. Is this possible or would previously unknown users need to register first at the website (or would an admin have to set it up)? Thanks! On 1/5/07, icecoldeuro@gmail.com wrote:

Actually, that's all set. The "auto reply/new ticket" is set to "auto reply" which I modified to suit my needs.

Any other suggestions?

Thanks!

On 1/5/07, Mike Hayward wrote:

...

Almost sounds like you haven't set the auto response <-> queue for your queue to send out the notifications.

Best regards

Mike Hayward Managing Director

Comclusive Limited e: mike.hayward@comclusive.co.uk w: www.comclusive.co.uk t: 0845 003 7571 m: 07793 505155 (Direct) ------------------------------

*From:* otrs-bounces@otrs.org [mailto: otrs-bounces@otrs.org] *On Behalf Of *icecoldeuro@gmail.com *Sent:* 05 January 2007 00:15 *To:* otrs@otrs.org *Subject:* [otrs] Update: New Customers Not Receiving New Ticket Auto-Response

I forgot to mention:

When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password.

Thanks!

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