Hi Chris, you are on the right list. Immediate Support is provided by OTRS Group emailing to enjoy@otrs.com 1. Define a new auto-response of type “auto-reply"(or modify an existing one). 2. Assign the auto-response to a queue where you want to have the customers notified about new tickets. If this doesn’t work there are something wrong which is probably not OTRS related. 1. Look into the history of the created ticket if you can find the log about the outgoing notification. 2. Look into your mailserver logs to find out where it gets transferred. On 09.03.2012, at 11:48, Chris Arnold wrote:

On Mar 8, 2012, at 6:14 PM, Chris Arnold wrote:

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On Mar 8, 2012, at 4:22 PM, Chris Arnold wrote:

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New to the list. Brand new install of 3.1.2. I am trying to get a responses when a customer either sends an email or they login and create a new ticket. I am trying to get otrs to send the customer a response to there email. I have tried responses<->queues, auto responses<->queues and notifications event. The empty answer is associated with the support queue. The auto responses<->queues has entries associated with the support queue. What is the correct way to config this?

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I also have smtp setup in sysconfig::sendmail

This is the otrs mailing list where users of otrs help other users of otrs, right? Or am I on the wrong list?

Cheers, Nils -- http://webint.cryptonode.de / a Fractal project

Thanks Nils and Michael. I had this working with the existing mail server setup. Only i have to restore from a backup (before otrs was installed) due to some OS issues. I did not know otrs could export settings or i would've done that :( I modify the existing default reply (after new ticket has been created). Type is auto reply. I then go into auto responses<->queues. I am a little confused here, on what to click, so i click the queue and Change "auto reply" settings to default reply (after new ticket has been created) and click update. I then click on the default auto response, there is nothing to change in here as this is the default auto response, right? Then i send an email to the email address and i can see the ticket created but no auto response to that email i sent. The last log in otrs is at Thu Mar 8 21:17:22 2012 EST. I don't see any errors on the mail server and no errors on the web server which is running otrs. ----- Original Message ----- From: michaelt@firstus.org To: otrs@otrs.org Sent: Thursday, March 8, 2012 9:35:08 PM Subject: Re: [otrs] Can't figure how to auto reply Nils is correct. You need to go to Admin>Auto Responses, create new Auto Response. The type should be "auto reply" although I am not clear what the difference between "auto reply" and "auto reply/new ticket" is. Mine set as type "auto reply" and the users are sent an email whenever they submit a new ticket. That auto-response then needs to be tied to a queue. It gets a little trickier when you want to notify the user that the ticket has been closed or owner updated. That's actually under Admin>Notifications. You will also want to configure agent notifications upon ticket creation, and ticket update. Sincerely, Mike -- Sacramento, CA -----Original Message----- From: Nils Leideck [mailto:nils.leideck@leidex.net] Sent: Thursday, March 08, 2012 6:21 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't figure how to auto reply Hi Chris, you are on the right list. Immediate Support is provided by OTRS Group emailing to enjoy@otrs.com 1. Define a new auto-response of type "auto-reply"(or modify an existing one). 2. Assign the auto-response to a queue where you want to have the customers notified about new tickets. If this doesn't work there are something wrong which is probably not OTRS related. 1. Look into the history of the created ticket if you can find the log about the outgoing notification. 2. Look into your mailserver logs to find out where it gets transferred. On 09.03.2012, at 11:48, Chris Arnold wrote:

On Mar 8, 2012, at 6:14 PM, Chris Arnold wrote:

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On Mar 8, 2012, at 4:22 PM, Chris Arnold wrote:

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New to the list. Brand new install of 3.1.2. I am trying to get a responses when a customer either sends an email or they login and create a new ticket. I am trying to get otrs to send the customer a response to there email. I have tried responses<->queues, auto responses<->queues and notifications event. The empty answer is associated with the support queue. The auto responses<->queues has entries associated with the support queue. What is the correct way to config this?

...

I also have smtp setup in sysconfig::sendmail

This is the otrs mailing list where users of otrs help other users of otrs, right? Or am I on the wrong list?

Cheers, Nils -- http://webint.cryptonode.de / a Fractal project DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation. --------------------------------------------------------------------- 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

On 3.9.201, Nils spake unto us the following wisdom:

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Hi Chris,

Hi Nils

I modify the existing default reply (after new ticket has been created). Type is auto reply. I then go into auto responses<->queues. I am a little confused here, on what to click, so i click the queue and Change "auto reply" settings to default reply (after new ticket has been created) and click update.

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Thats should be all you have to do if the “default reply (after new ticket has been created)” is still set to “valid".

It is set to valid

I then click on the default auto response, there is nothing to change in here as this is the default auto response, right?

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It is one of the “auto reply” emails, yes. You can define your own ones if you like.

Then i send an email to the email address and i can see the ticket created but no auto response to that email i sent. The last log in otrs is at Thu Mar 8 21:17:22 2012 EST. I don't see any errors on the mail server and no errors on the web server which is running otrs.

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Are you sure that the ticket is created in the right queue where you assigned the auto-response to?

I think so, i click on "support" queue in auto responses<->queues and set default reply (after new ticket has been created).

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Try to create ticket by yourself using the phone ticket screen and create the ticket in the queue where you assigned the auto->>response to. Do you get a auto-response then to the customer (probably you) that you defined on the ticket? Make sure the assigned >>customer has a valid (syntactically) email address.

I do this and i see the default reply (after new ticket has been created) response :) but check my email and no email. My firewall does not show any drops or errors in regards to smtp or the ip address of the servers. Neither do the servers in /var/log/mail.err or any other log file show any errors in regards to this issue. Does sending email need to be setup in otrs? I have tried sendmail and smtp with the settings of our email server.

On Thursday, March 8, 2012 @ 11:32:10 PM Nils wrote:

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Hi Chris,

Nils, thank you for your help!

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Good news you can see the response added as an article to the ticket.

Agreed

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Is the FROM email address that have if you send an email to your OTRS the same as one of your OTRS email addresses? If so OTRS >>>>will not send anything as the response would just appear again in the system, which would be considered as loop and is not >>>>executed.

I am way confused now as, when this was working, i sent an email to helpdesk [at] tek nerds [dot] net and got a reply from helpdesk [at] tek nerds [dot] net. I have configured an email in otrs like so: donotreply [at] tek nerds [dot] and linked this to the queue. I have tried sending email to helpdesk [at] tek nerds [dot] net and do not get a responses from either of those addresses.

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Is there any PostMaster Filter configured that might flag your ticket as loop => yes?

No filters configured as yet except spam

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Is your email address listed in the black-list of email addresses where OTRS doesn’t send a response to? (e.g. Nagios emails)

Not sure i understand. I did not know otrs had a black-list, so the answer is no for otrs black-list. At this point i will pay to get this working. Can any one on this list get this working if i pay them?

Hi Chris, Glad to hear you are making steps forward! You are always welcome as this is the list of OTRS users where they help other OTRS users. If you require guaranteed response, you should contact enjoy@otrs.com instead! On 10.03.2012, at 02:04, Chris Arnold wrote:

You all will be glad to know, i finally started seeing errors in the system log. From there i knew where the problem was. It was not configured for the proper smtp security. Thanks for all your help and time.

----- Original Message ----- From: "Chris Arnold" Sent: Friday, March 9, 2012 9:15:44 AM

Not sure i understand. I did not know otrs had a black-list, so the answer is no for otrs black-list. At this point i will pay to get this working. Can any one on this list get this working if i pay them?

Cheers, Nils -- http://webint.cryptonode.de / a Fractal project