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
http://www.aeroflex.com

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