Dear Shawn, On 27.04.2011, at 19:54, Gadow, Shawn wrote:
My goal is to create a detailed self help response for the majority of my sla’s that will automatically get sent out when a customer submits a ticket under the specific SLA
If you use OTRS 2.4 or higher, you can use the event based notifications for doing so. This is a module in the admin area called "Notification (Event)”. There you might want to define that a notification is send to the CUSTOMER if the TICKET_CREATE event is triggered and the ticket has a STATE of “new” and the SLA name is set to “foobar” with a subject of “something” and a body of “introduction”, saved as ARTICLE_TYPE of "email-external". Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project