hi there, is it possible to go directly to the queue overview after having replied to a ticket and set that state to "closed successfully" ? with the current settings i just go to the detailed view of the ticket, which i never need after having already replied to it. thanks in advance, --Florian ----- Original Message ----- From: "Pedro Rebelo" To: ""User questions and discussions about OTRS."" Cc: Sent: Monday, September 08, 2003 3:00 AM Subject: Re: [otrs] Is it possible to use auto-reply only forTicker that are created via the customer-interface ?

Been there, done that. Didn't work. Here's an output of a ticket history:

Action: Comment: Zoom: User: Createtime: NewTicket New Ticket [200309074223] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/07/2003 23:15:21 SendAutoReply Sent auto response to 'person@email.com' x root@localhost (Admin OTRS) 09/07/2003 23:15:21 CustomerUpdate CustomerID updated to 'person@email.com'. CustomerUser updated to 'person@email.c[..] - root@localhost (Admin OTRS) 09/07/2003 23:15:22 FollowUp FollowUp for [200309074223]. x root@localhost (Admin OTRS) 09/07/2003 23:15:23 StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/07/2003 23:15:23

How can I deactivate the annoying FollowUps ?

-- Original Message -- From: Robert Kehl To: "User questions and discussions about OTRS." Send: 2003-09-07 Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?

Am Fre, 2003-09-05 um 20.20 schrieb Pedro Rebelo:

...

How can I disable all this followups that the system sends to itself after each auto-response or forward ?

The system is actually sending the emails to user 0, I believe, not to the "system". Change the user preferences for the user with user id 0 to not get notify anymore when new tickets are in the custom queue.

hth,

Robert Kehl

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Having a brief glance at this it is possible that the user is sending a notification of receipt that contains the ticket ID in subject heading. Some mail systems send such messages whether or not the sender requested them, which is not entirely friendly for an automated mail response system. This could be interpreted as a genuine follow up message. Have you looked at the follow up message? (I have had a problem recently with a site sending such a notification without the ticket ID that set up a rather irritating mail->response loop). I have also seen this happen with users out of office and vacation messages. One trick would be to use the procmail pre-processor to identify such messages and send them to a queue that does not auto-respond (if possible). I have not noticed any settings in OTRS itself to handle this issue. On Mon, 2003-09-08 at 02:00, Pedro Rebelo wrote:

Been there, done that. Didn't work. Here's an output of a ticket history:

Action: Comment: Zoom: User: Createtime: NewTicket New Ticket [200309074223] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/07/2003 23:15:21 SendAutoReply Sent auto response to 'person@email.com' x root@localhost (Admin OTRS) 09/07/2003 23:15:21 CustomerUpdate CustomerID updated to 'person@email.com'. CustomerUser updated to 'person@email.c[..] - root@localhost (Admin OTRS) 09/07/2003 23:15:22 FollowUp FollowUp for [200309074223]. x root@localhost (Admin OTRS) 09/07/2003 23:15:23 StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/07/2003 23:15:23

How can I deactivate the annoying FollowUps ?

-- Original Message -- From: Robert Kehl To: "User questions and discussions about OTRS." Send: 2003-09-07 Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?

Am Fre, 2003-09-05 um 20.20 schrieb Pedro Rebelo:

...

How can I disable all this followups that the system sends to itself after each auto-response or forward ?

The system is actually sending the emails to user 0, I believe, not to the "system". Change the user preferences for the user with user id 0 to not get notify anymore when new tickets are in the custom queue.

hth,

Robert Kehl

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