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
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