sometimes no new ticket created + wrond id in autoresponder
Hello, during the last weeks we had several calls from customers asking for the state of their calls (wo don't use the customer web-interface). The ticket-id's they gave as pointed to older closed tickets from other customers. They got the id's from the auto-responders which look like any other responder - correct body and correct subject - except the ticket-id, which is wrong. We could not find the messages the customers send us - not in the ticket which id was send to them in the auto-responder nor in any other ticket. Additionally where is no entry from the ticket creation in the logfile, where every created ticket causes an entry. When the customer then send his e-mail again, an new ticket is created as it should. We are using otrs v.2.3.4 on debian with db2 v.9.1.0.6. Does anyone have the same problem and an solution how to solve it? Would the newest OTRS-Release fix the problem? Thanks, Albert Scholl PS: Sorry for my bad english, it's not my native language :)
Albert,
There is a ticket number and a ticket id associated with each ticket.
Perhaps, the autoresponder is sending the ticket id instead of ticket
number?
You can check the auto response template to make sure this field is
present
Hello,
during the last weeks we had several calls from customers asking for the state of their calls (wo don't use the customer web-interface).
The ticket-id's they gave as pointed to older closed tickets from other customers.
They got the id's from the auto-responders which look like any other responder - correct body and correct subject - except the ticket-id, which is wrong.
We could not find the messages the customers send us - not in the ticket which id was send to them in the auto-responder nor in any other ticket.
Additionally where is no entry from the ticket creation in the logfile, where every created ticket causes an entry.
When the customer then send his e-mail again, an new ticket is created as it should.
We are using otrs v.2.3.4 on debian with db2 v.9.1.0.6.
Does anyone have the same problem and an solution how to solve it? Would the newest OTRS-Release fix the problem?
Thanks, Albert Scholl
PS: Sorry for my bad english, it's not my native language :)
Hello,
Am 27.08.2009 08:09 schrieb savitra sirohi
There is a ticket number and a ticket id associated with each ticket. Perhaps, the autoresponder is sending the ticket id instead of ticket number?
You can check the auto response template to make sure this field is present .
The number in the e-mails consists of 8 digits, while the internal
ticket-id's,
which are shown in the adress bar have actually 5 digits. I double checked,
but as the number in the autoresponder has 8 digits it could not have been
the id.
I checked the auto-response template:
"default reply (after new ticket has been created)"
The subject is:
RE:
participants (3)
-
Albert Scholl -
MacGucky2＠gmail.com
-
savitra sirohi