Hi everyone,

how do I set up otrs, in order to send a notification to the customer, if they send an email to support@eample.com, but NO NOTIFICATION, if the staff creates a telefone-ticket.

I have tried to setup up this via auto response <-> queues, with the effect, that both ticket variants will fire an email (or none for both, if deactivate my settings form y support queue).

+ do I have to set up a second „(telefone-ticket)support“ queue? If yes, can the ticket automatically be transformed to its former standard support queue, after the email has been fired, so there is still one main queue for new ticket arrivals?

+ has anybody another solution for our requirement?

Here is my original german posting for the german readers: http://lists.otrs.org/pipermail/otrs-de/2009-August/011647.html

Our system (OTRS: 2.3.4) is running on SUSE (Apache + MySQL).

Kind regards, Tom