Hi, Do you check: - Queue configuration (follow up) ? - Link between auto response and queue in admin area ? http://server/otrs/index.pl?Action=AdminQueueResponses Hope this help Le 29/03/2010 22:31, patrick.dillon@aleris.com a écrit :
All,
We are running 2.3.4 with 1.3 ITSM installed. I have some custom built autoresponses that should be sent to the customer when a ticket is created. This used to work, but I'm afraid I have turned off a flag somewhere and the notifications to the customer have stopped. Messages to agents on new ticket creation are delivered without problem or delay, and I have added the default 'We've received your ticket request' notification, which also delivers flawlessly.
All autoresponses use known good email addresses and all are set up as "Valid" in the configuration file.
I think I've looked everywhere, but I cannot find any trigger or setting that would stop this custom response from being sent. The non-delivery issue is a problem across all 4 of our custom autoresponse docs.
I have made one of the existing responses invalid and created a new autoresponse doc and associated the new autoresponse doc with the primary service desk queue, but no luck.
Does anyone have any suggestions on how to fix this or where to look? I would make the assumption that my documents were bad, but they all stopped delivering at the same time and they worked without problems for several months.
Thanks very much,
Patrick Dillon Aleris International Inc.
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