Re: [otrs] The creation of tickets

Hi Marius, Marius Flage schrieb:

Hi there

We've been using RT for a while now and are now in the process of converting to OTRS. One of the features of RT was that you could create new tickets and avoid them getting sent to the customer upon creation. Problem with OTRS is that if you set up a auto response that's supposed to give the user feedback that their ticket has been accepted to the system, this will also happen for tickets created "internally" by the agent.

Is it possible to set up auto response so that it only happens when receiving external emails? I'm sorry, this distinction cannot be done without source-code or very tricky config-modification (perhaps with event-module?).

Marius Bye, Alex