There are three Level queues in the system with subqueues at the L2 level. These queues are L1Escalation, L2Escalation (contains subqueues also) and L3Escalation. A new ticket is created at the Level1 Escalation queue (L1Escalation) instead of Raw. I have done the following to activate the autoresponder. Admin > in the queue section, click on L1Escalation and select the ‘default reply (auto reply/new ticket). but it doesn’t work :-( (rest everything is working perfectly). ####A good test is to try to create an email ticket manually in the admin console. l### Do you mean creating an e-mail/phone ticket. Nikhil _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley@dlh.de Sent: Friday, March 17, 2006 8:46 PM To: otrs@otrs.org Subject: AW: [otrs] Auto Responses We have to do this one step at a time. Is the ticket created, when yes in which queue.-> Then in this queue the auto response must be set to send the desired response -> MAIL CHECK – CAN OTRS SEND MAIL – THIS IS A MUST TO KNOW A good test is to try to create an email ticket manually in the admin console. This will prove that the OTRS system can send mails at all Or You can select to forward a portion of a ticket to someone per email. Vielen Dank, Shawn Beasley Support – IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 http://www.lpi.org/ LPIC - ! Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: mailto:shawn.beasley@dlh.de shawn.beasley@dlh.de Web: http://www.cfc-callcenter.de/ http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:38 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses The problem is with autoresponder for new tickets. We want the user to be sent a mail automatically from the OTRS system when a new ticket is created. It’s not working. Nikhil _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley@dlh.de Sent: Friday, March 17, 2006 8:25 PM To: otrs@otrs.org Subject: AW: [otrs] Auto Responses Are you taking about the default reply, another autoresponder, or all? Vielen Dank, Shawn Beasley Support – IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 http://www.lpi.org/ LPIC - ! Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: mailto:shawn.beasley@dlh.de shawn.beasley@dlh.de Web: http://www.cfc-callcenter.de/ http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:22 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses I have done all the of these. The system is running very well but the autoresponder does not work. Nikhil _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley@dlh.de Sent: Friday, March 17, 2006 8:16 PM To: otrs@otrs.org Subject: AW: [otrs] Auto Responses What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support – IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 http://www.lpi.org/ LPIC - ! Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: mailto:shawn.beasley@dlh.de shawn.beasley@dlh.de Web: http://www.cfc-callcenter.de/ http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I’m experiencing the same problem. I have configured the auto response for new tickets but it’s not working. Please help. Thanks, Nikhil _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley@dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs@otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support – IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 http://www.lpi.org/ LPIC - 1 Tel. +49 6543 983 113