> If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received
Remove / comment "AutoResponseType" from ArticleCreateAgentTicketPhone (3.2, around line 1142) and CustomerTicket Message (around line 498.)


On Wed, Jul 31, 2013 at 3:00 AM, Olivier Macchioni <olivier.macchioni@wingo.ch> wrote:
Thank you for your answer.

This is an option, but it would multiply the number of queues significantly... we already have way too many of them :(


On Jul 30, 2013, at 16:22, <jverhoeff@beckhoff.nl> <jverhoeff@beckhoff.nl> wrote:

> Maybe you can use a different queue for that? With different behavior.
>
>
>
> Met vriendelijke groet / Gruß / Best Regards,
> Jurjen Verhoeff
> _______________________________________
>  Please consider the environment before printing this e-mail
>
>
> -----Oorspronkelijk bericht-----
> Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Olivier Macchioni
> Verzonden: dinsdag 30 juli 2013 16:14
> Aan: User questions and discussions about OTRS.
> Onderwerp: [otrs] Auto-Answer for phone and API-generated tickets?
>
> Hello dear OTRS user list,
>
> Our problem is the following:
>
> If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it.
>
> If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets.
>
> "Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above.
>
> Does anyone know another OTRS feature which could fulfill our need?
>
> Thank you,
>
> Olivier
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