Auto responses are about responding to incoming messages. I guess the Status change (preference) option for the queue, also sending a notification on Close is not good for you? It maybe possible, but I;m afraid it means you have to do some modifications yourself. Tried asking on the dev list? Why not use a Response (Close) that has the resolution and set status to closed from there. With ACL you probably can force some kind of workflow. Another option is perhaps to have/put tickets in pending auto close state, and then have a GenericAgent picking them up and process to Close (with a Note as close text). Or.... use (with ACL) a CLOSE queue, where only there cases can be closed. And customers receive state change notification. Sorry not to be much of help ;-) gr, Frans

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Burk Sent: donderdag 2 april 2009 22:59 To: Leonardo Certuche; User questions and discussions about OTRS. Subject: Re: [otrs] Auto Responses

Thank you Leonardo, that was somewhat helpful, but my problem is with Auto Responses to Queues not Notifications. When defining an Auto Response I have to assign a Type. There is no Type for ticket closure at: /indexpl?Action=AdminAutoResponse. I would like to add the event ticket closure as one of the triggers for an auto response.

Best regards,

Jim

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Leonardo Certuche 4/2/2009 12:56 PM >>> Have you tried index.pl?Action=AdminNotification ? There you'll find a template per language to notify on every state update to the customer, that way you not only notify him once resolved but at every stage of the ticket lifetime.

On Thu, Apr 2, 2009 at 9:50 AM, James Burk wrote:

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I have a requirement to send an Auto Response when the ticket is resolved/ The default Types of Auto Responses do not include any resolution type Does anyone know how to add Auto Response Types?

Best regards,

Jim

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