Hi Nelson, On Thu, Oct 16, 2003 at 04:44:24PM -0400, nelson pereira wrote:

When a customer sends a email to support, I want them to receive an introduction email and tell them the ticket # and how to proceed.

I have setup a [ Responses <-> Queue ] and a reply as type = auto reply.

But the user does not receive the email back, only when we reply to it from within OTRS and also, I wanted the system to send me an email when a new ticket comes in, and that also is not working.

What do i need to do?

You need to use [Auto Response <-> Queue] (not [Responses <-> Queue]). See also: http://doc.otrs.org/1.1/html/auto-response.html

Nelson Pereira www.Ott-Motorcycles.ca

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 11:12pm an 56 Tage 0:28, 10 Benutzer, Durchschnittslast: 0,78, 0,48, 0,28