Hi Oliver, This exact feature is available as a configuration option in upcoming OTRS 3.3: https://github.com/OTRS/otrs/pull/53 -- Mike. Op 30 jul. 2013 16:15 schreef "Olivier Macchioni" < olivier.macchioni@wingo.ch> het volgende:
Hello dear OTRS user list,
Our problem is the following:
If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it.
If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets.
"Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above.
Does anyone know another OTRS feature which could fulfill our need?
Thank you,
Olivier --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs