Re: [otrs] Will the autoresponses only work for email tickets

3 Apr 2014


      They are mapped to all queues, I am looking into the code to see if
anywhere it is linked to only incoming email tickets, but I don't see
anything.

Regards


2014-04-03 9:33 GMT-06:00 Gerald Young :
...
make sure autoresponses are attached to all queues.
On Thu, Apr 3, 2014 at 11:29 AM, Alvaro Cordero wrote:
...
Hello,
I am using OTRS 3.3.5 on a CentOS System
I have being trying to make an autoresponse to go out to a customer
whenever a new ticket gets created, but it only works when the new ticket
is created by email, not when I create a Process ticket nor a Phone Ticket
nor an Email Ticket.
Since the autoresponse didn't work I tried with a Notification event for
the ticketcreate event, but it has the exact same efect, it only goes out
when the ticket is created by an incoming email but not when a phone, email
or process ticket is created.
I know you migth say, if the customer is calling give'em the ticket
number or send a email afterwards....
Any advice will be appreciated.
--
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net
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___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro@gridshield.net
www.gridshield.net