Yes, this is possible
Van:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens icecoldeuro@gmail.com
Verzonden: vrijdag 5 januari 2007
21:29
Aan:
Onderwerp: Re: [otrs] Update: New
Customers Not Receiving New TicketAuto-Response
OK, I'm at my wits'
end. I guess I should be asking this question instead:
In OTRS 1.3, is it possible for a previously unknown user to submit a ticket
via email and receive an acknowledgement automatically. I envision this
process as follows:
1. John Doe sends an email from jdoe@yahoo.com,
which is not in the system. The user has not registered via the web
interface and the admin has not set up such an account.
2. OTRS takes the email and generates an auto-response to jdoe@yahoo.com that the ticket has been
received and somebody will get back to them shortly.
3. OTRS also creates a customer account, obviously only containing the new
user's email address.
Is this possible or would previously unknown users need to register first at
the website (or would an admin have to set it up)?
Thanks!
On 1/5/07, icecoldeuro@gmail.com <icecoldeuro@gmail.com> wrote:
Actually, that's all
set. The "auto reply/new ticket" is set to "auto
reply" which I modified to suit my needs.
Any other suggestions?
Thanks!
On 1/5/07, Mike
Hayward <mike.hayward@comclusive.co.uk> wrote:
Almost sounds like you haven't set the auto response <-> queue for your queue to send out the notifications.
Best regards
Mike Hayward
Managing Director
Comclusive Limited
e: mike.hayward@comclusive.co.uk
w: www.comclusive.co.uk
t: 0845 003 7571
m: 07793 505155 (Direct)
From: otrs-bounces@otrs.org [mailto: otrs-bounces@otrs.org] On Behalf Of icecoldeuro@gmail.com
Sent: 05 January 2007 00:15
To: otrs@otrs.org
Subject: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response
I forgot to mention:
When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password.
Thanks!
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