Could somebody point me to the part of Config.pm that handles this please? Since my last message I set up the ability for customers to create an account for themselves, hoping that thei would now receive auto-replies when submitting new tickets. However, still no dice. They receive state change notifications and admins receive notifications that there is a new ticket in the queue, but the customers have no idea whether their tickets were received or not (unless, of course, they log into the web interface and check, but they get nothing by email). Thanks! On 1/5/07, Beugen, Peter van wrote:

Yes, this is possible

------------------------------

*Van:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Namens * icecoldeuro@gmail.com *Verzonden:* vrijdag 5 januari 2007 21:29 *Aan:* User questions and discussions about OTRS.org *Onderwerp:* Re: [otrs] Update: New Customers Not Receiving New TicketAuto-Response

OK, I'm at my wits' end. I guess I should be asking this question instead:

In OTRS 1.3, is it possible for a previously unknown user to submit a ticket via email and receive an acknowledgement automatically. I envision this process as follows:

1. John Doe sends an email from jdoe@yahoo.com, which is not in the system. The user has not registered via the web interface and the admin has not set up such an account.

2. OTRS takes the email and generates an auto-response to jdoe@yahoo.comthat the ticket has been received and somebody will get back to them shortly.

3. OTRS also creates a customer account, obviously only containing the new user's email address.

Is this possible or would previously unknown users need to register first at the website (or would an admin have to set it up)?

Thanks!

On 1/5/07, *icecoldeuro@gmail.com* wrote:

Actually, that's all set. The "auto reply/new ticket" is set to "auto reply" which I modified to suit my needs.

Any other suggestions?

Thanks!

On 1/5/07, *Mike Hayward* wrote:

Almost sounds like you haven't set the auto response <-> queue for your queue to send out the notifications.

Best regards

Mike Hayward Managing Director

Comclusive Limited e: mike.hayward@comclusive.co.uk w: www.comclusive.co.uk t: 0845 003 7571 m: 07793 505155 (Direct) ------------------------------

*From:* otrs-bounces@otrs.org [mailto: otrs-bounces@otrs.org] *On Behalf Of *icecoldeuro@gmail.com *Sent:* 05 January 2007 00:15 *To:* otrs@otrs.org *Subject:* [otrs] Update: New Customers Not Receiving New Ticket Auto-Response

I forgot to mention:

When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password.

Thanks!

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/