On Friday, February 06, 2004 10:12 AM
henry@metroweb.co.za
Hello
I must be missing something here - does the facility exist to change the auto-response email sent to a client when you create an entry for an existing ticket using phoneview?
I know it uses the default auto-response for a new ticket, but this is incorrect. Where on earth can this be modified, if at all?
You create an AutoResponse via http://localhost/otrs/index.pl?Action=AdminAutoResponse. They are set per queue, not per ticket. Additionally, they don't apply to entries created via PhoneView. PhoneView is not meant to be used to sent the customer a mail. You're talking to the customer, that's it. If you want to send the customer a reply via email, you need to "Compose Answer (email)" and either use the empty template or a canned response. You create those canned responses via http://localhost/otrs/index.pl?Action=AdminResponse and assign them to the specific queues via http://localhost/otrs/index.pl?Action=AdminQueueResponses. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388