Autoreply on closure
Sorry to bother again, but I don't have access to the admin area of the 1.1,rc2 demo area. Couple of questions for the new version: 1) Is it possible to have an auto-reply to the customer on ticket close? 2) Is it possible to have different auto-reply closure notices based on whether the ticket was closed successfully or unsuccessfully. (Maybe an 'auto-response' <--> 'ticket state' mapping?) 3) Is it possible to have different auto-reply closure notices based queues? Cheers, jake
Hi Jake, On Fri, Apr 25, 2003 at 11:59:21AM -0400, Covert, Jake wrote:
Sorry to bother again, but I don't have access to the admin area of the 1.1,rc2 demo area.
Couple of questions for the new version:
http://otrs.org/pages/index.pl?Action=Ext&Site=Docu-CVS/system-notification.... and http://otrs.org/pages/index.pl?Action=Ext&Site=Docu-CVS/auto-response.html
1) Is it possible to have an auto-reply to the customer on ticket close?
If you close a ticket and you want for inform the customer you should write an email to the customer (compose answer + select next state). -=> However, you also have the possibility to configure state-notifications for each queue. A system generated email to the customer about the new state.
2) Is it possible to have different auto-reply closure notices based on whether the ticket was closed successfully or unsuccessfully. (Maybe an 'auto-response' <--> 'ticket state' mapping?)
No.
3) Is it possible to have different auto-reply closure notices based queues?
No.
jake
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier
participants (2)
-
Covert, Jake -
Martin Edenhofer