Jorick, What we did is create a special queue for tickets coming in over the phone en configure it not to send any auto-replies (of course if you do want to do an auto-reply but with a different text you can do that as well). If you then set $Self->{PhoneViewOwnSelection} (see ./Kernel/Defaults.pm) in you own Config.pm to only point to that queue, tickets will always be stored in there and you have total control over the reply. Good luck, Tom Hesp

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: donderdag 11 maart 2004 0:46 To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer receives thank you for your email messagewhenusing phone view

On Wednesday, March 10, 2004 11:24 AM Jorick Astrego wrote:

...

When we use the Phone button to open a new ticket for a customer, they receive an email message with "thank you for your email, you have been assigned ticket no." or someting like that. How do I modify this message to reflect that it was a phone entry?

It doesn't matter for OTRS where a ticket is coming from, they are all just new tickets to it. As most systems mostly use email connections to provide tickets, the above form of an auto response was chosen.

You might want to change the auto answer to "Thank you for your inquiry/request/question" or similar.

htht,

Robert Kehl

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