We are having issues with responses not being sent to the customer when a ticket is created via the API The ticket is being created OK and then the article appears to create OK. The agents are being notified but nothing is logged in the history about the customer being notified. The responses are being sent if the ticket is opened by email but not via the API. The auto response is set in OTRS to be "auto reply" The (hopefully) relevant bits of the API call are $articleid = $soapclient->__soapCall("Dispatch", array($soapuser, $soappass, "TicketObject", "ArticleCreate", "TicketID , $ticketid, "ArticleType", 'email-external', "SenderType", 'customer', # agent|system|customer "From" , utf8_encode(ucfirst($custFirstName) . ' ' . ucfirst($custLastName) . ' <' . $custEmail . '>'), "To" , 'europe.rma@aeroflex.com', "Subject", $ticketSubject, "Body", utf8_encode($cleanBody), "MessageID", $header->message_id, "ContentType", 'text/plain; charset=utf-8', "HistoryType", 'EmailCustomer', "HistoryComment", 'Automatically Generated via RMA Web Request', "UserID", $soapuserid, "NoAgentNotify", 0, "AutoResponseType", 'auto reply', )); OTRS Version 3.0.10 What have we missed? Thanks Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 Email: alastair.french@aeroflex.com mailto:alastair.french@aeroflex.com http://www.aeroflex.com http://www.aeroflex.com Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. If the reader is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If this communication has been transmitted from a U.S. location it may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you have received this communication in error, please notify the sender by reply e-mail or collect telephone call and delete or destroy all copies of this e-mail message, any physical copies made of this e-mail message and/or any file attachment(s).
