It will be nice if it’s configurable per auto response, because not replaying to all (cc, bcc) at new ticket …

 

Peter

 


From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Janet Post
Sent: Saturday, December 09, 2006 12:30 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] auto-reply to cc: addresses?

 

Hello Dale,

 

I had this issue as well.  I had to edit the source code directly to get this to work.  This change works with autoresponses, but has not been tested with other form of responses.  I had to change the file “Article.pm”.  I did not need to ‘change’ any code, only add to what was already there.   This starts at line 2266 (otrs ver 2.1.2):

 

To the developers of otrs:  Might I suggest this be added as an option in the next revision of otrs?

 

Janet Post.

 

------------------

Article.pm

{…}
 
        chomp $NewOldBody;
        $Param{Body} =~ s//$NewOldBody/g;
    }
    # set new To address if customer user id is used
    my $Cc = '';   
### Added by Janet Post to get all addresses into autoresponse:
    my @ToArray = ();
    foreach (qw(To Cc Bcc)) {
        if ($GetParam{$_}) {
            foreach my $Emailjp (Mail::Address->parse($GetParam{$_})) {
                push (@ToArray, $Emailjp->address());
                if ($Cc) {
                    $Cc .= ', ';
                }
                $Cc .= $Emailjp->address();
            }
        }
    }
### End of addition to autoresponse  
    my $ToAll = $GetParam{From};
    if ($Article{CustomerUserID}) {
 
{…}

 

 

 


From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dale Shriver
Sent: December 8, 2006 5:13 PM
To: otrs@otrs.org
Subject: [otrs] auto-reply to cc: addresses?

 

Hello all,

Is there an answer published for this issue?           

OTRS currently only auto replies to the sender of a message, but doesn’t seem to reply to everyone on the original request for assistance.

Any help would be appreciated.  I need OTRS to reply to both the sender, and everyone else the sender copied.

Thanks,

Dale

 

[otrs] auto-reply to cc: addresses?

kougioum at no-log.org kougioum at no-log.org
Fri Dec 3 10:52:34 CET 2004


Hello everybody
 
To the point: how can we make otrs send auto replies not only to the From:
address but to all cc: addresses, and to certain other (prefixed)
addresses?
 
thanks in advance for any replies,
 
 
george.

 

 

Dale Shriver . Director of Enterprise Systems
Cortiva Institute . 230 Park Avenue . 27th floor . New York . NY . 10169
c 646.421.9332   f 786.345.0733  
 

e dshriver@cortiva.com   http://www.cortiva.com