Hi LQ, thank you for your response. I took the Auto Response <-> Queue option, in the Auto Reponse Managment I created my message, then set the *Type: *to "auto reject". But right now I'm a little frustrated as it doesn't work out as supposed to. In the queue management I set the Follow Up option to "reject" ... Any idea? Julian On 16/08/2010 15:45, LQ Marshall wrote:
On 20100816 at 06:26 AM Julian Junge typed...
option a.) When a mail is send to a closed ticket, the mail bounces, and the sender receives a notification that his case is closed and he please removes the ticket number from the subject and sends that mail again.
You could create a reply directing the user what he/she needs to do. In this case ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to reject.
Create/Modify appropriate Auto-Queue response to respond with the appropriate verbiage.
On 20100816 at 06:26 AM Julian Junge typed...
option b.) The mail does not bounce but a new case is created and OTRS replaces the ticket number in the subject.
Configure the Follow-up option for the queue - ADMIN | QUEUE | Select Queue then click CHANGE button | Modify Follow-Up Option to New Ticket
Create/Modify appropriate Auto-Response<-->Queue responder to respond with a message indicating the ticket has been opened under a new ticket.
I think there are default auto-responses available when you initially configure these options, but customizing the auto-responder is IMO a highly recommended step.
-- * Julian