Yes the queue is set to have an auto response of "auto reply". This works if an email is sent to the mailbox monitored by the queue but not if we use the API to create the ticket. The reason we have two methods is a website hosted by anther division of the company will only send tickets to us by email with the sender set as the webmaster. We have this going to a separate mail box and have an external script that picks up the mail, works out who it should have been sent from and creates a ticket via the API as if it had come in via email with the headers set correctly. Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 06 September 2012 16:27 To: User questions and discussions about OTRS. Subject: Re: [otrs] Auto Response from API created ticket Does the queue in which the article is created have an auto reply? On Thu, Sep 6, 2012 at 10:36 AM, French, Alastair < Alastair.French@aeroflex.com> wrote: We are having issues with responses not being sent to the customer when a ticket is created via the API The ticket is being created OK and then the article appears to create OK. The agents are being notified but nothing is logged in the history about the customer being notified. The responses are being sent if the ticket is opened by email but not via the API. The auto response is set in OTRS to be "auto reply" The (hopefully) relevant bits of the API call are $articleid = $soapclient->__soapCall("Dispatch", array($soapuser, $soappass, "TicketObject", "ArticleCreate", "TicketID , $ticketid, "ArticleType", 'email-external', "SenderType", 'customer', # agent|system|customer "From" , utf8_encode(ucfirst($custFirstName) . ' ' . ucfirst($custLastName) . ' <' . $custEmail . '>'), "To" , ' europe.rma@aeroflex.com', "Subject", $ticketSubject, "Body", utf8_encode($cleanBody), "MessageID", $header->message_id, "ContentType", 'text/plain; charset=utf-8', "HistoryType", 'EmailCustomer', "HistoryComment", 'Automatically Generated via RMA Web Request', "UserID", $soapuserid, "NoAgentNotify", 0, "AutoResponseType", 'auto reply', )); OTRS Version 3.0.10 What have we missed? Thanks Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 tel:%2B44%20%280%29%201438%20772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. 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I would love to be able to resubmit the email but the powers that be are very strict on spoofing headers, hence the reason the email is sent from the “webmaster” account in the first place. I am not allowed to spoof the header as being from the customer. Inserting directly into the queue avoids the need to go via the mail server again and gets around this issue. I will look at the other options you mention and see if any of those work any better. I would still like to know why the auto reply is not being triggered in this instance though. Thanks Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: 06 September 2012 17:19 To: User questions and discussions about OTRS. Subject: Re: [otrs] Auto Response from API created ticket Instead of using the API could you not just resubmit the email to the mail server once the headers have been corrected? or submit via the PostMaster scripts (can't remember the exact syntax now), and I think you can also drop them into one of the spool directories and then run one of the scripts in the bin directory to process any files in the spool directory. Steve On 6 September 2012 16:45, French, Alastair wrote: Yes the queue is set to have an auto response of “auto reply”. This works if an email is sent to the mailbox monitored by the queue but not if we use the API to create the ticket. The reason we have two methods is a website hosted by anther division of the company will only send tickets to us by email with the sender set as the webmaster. We have this going to a separate mail box and have an external script that picks up the mail, works out who it should have been sent from and creates a ticket via the API as if it had come in via email with the headers set correctly. Alastair French IT Analyst Aeroflex International Ltd A Passion for Performance Tel: +44 (0) 1438 772177 tel:%2B44%20%280%29%201438%20772177 Email: alastair.french@aeroflex.com http://www.aeroflex.com Subscribe now to receive Aeroflex e-newsletters. As a subscriber, you will receive all the latest Aeroflex news including upcoming products, specials and other related information. Sign up now for our FREE monthly newsletter: www.aeroflex.com/aboutus/enewsletter/signup-form.cfm http://www.aeroflex.com/aboutus/enewsletter/signup-form.cfm . Aeroflex Ltd registered in England and Wales No. 317241 * Registered Office: Longacres House * Six Hills Way * Stevenage Notice: This e-mail is intended solely for use of the individual or entity to which it is addressed and may contain information that is proprietary, privileged, company confidential and/or exempt from disclosure under applicable law. If the reader is not the intended recipient or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If this communication has been transmitted from a U.S. location it may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you have received this communication in error, please notify the sender by reply e-mail or collect telephone call and delete or destroy all copies of this e-mail message, any physical copies made of this e-mail message and/or any file attachment(s).