Hi Roy, Roy Andre Tollefsen schrieb:

Roy Andre Tollefsen wrote:

...

We have studied the Notifications (System -> Notification Management) but although the text for example nb_NO::Customer::QueueUpdate is fine it doesn't send out any email when the ticket is moved.

Alex replied: jfyi: The move-notification must be set on the queue the ticket is moved

to, not the queue the ticket was moved out.

We have created an auto-answer (Type: Auto Reply) and set this up in both the queue the ticket was moved from and move to (added in the "Autoanswer <-> Queues). The customers get an Auto Reply when they send in a ticket for the first time to the OurDefaultQueue::Incoming-queue so the reply-feature at least work a bit.

Auto-answers are automatically generated replies to mails the customer sent to OTRS (as new tickets or as follow-ups) - so it's a action as result of a customer-action (his mail-sending).

We're not quite sure how the "Messages Administation" affects this though..

You want to notify the customer about changes the agent made on his ticket (the assignment of the ticket to another queue). This notification has to be texted within Admin > Notifications > e.g. en::Customer::QueueUpdate You have to turn on the sending of this Notification (note: it's no auto-answer) within the queue you move the ticket -in-. In German, the queue-specific parameter is called "Kundeninfo Verschieben" (sorry, English translation is disabled on our OTRS-installation). Now, I think you get the setting you are seeking for.

Cheers, Roy Andre

Bye, Alex