Thank you for your answer. This is an option, but it would multiply the number of queues significantly... we already have way too many of them :( On Jul 30, 2013, at 16:22, wrote:

Maybe you can use a different queue for that? With different behavior.

Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _______________________________________  Please consider the environment before printing this e-mail

-----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Olivier Macchioni Verzonden: dinsdag 30 juli 2013 16:14 Aan: User questions and discussions about OTRS. Onderwerp: [otrs] Auto-Answer for phone and API-generated tickets?

Hello dear OTRS user list,

Our problem is the following:

If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it.

If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets.

"Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above.

Does anyone know another OTRS feature which could fulfill our need?

Thank you,

Olivier --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

sorry. The paths are Kernel/Modules/ArticleCreateTicketPhone.pm and Kernel/Modules/CustomerTicketMessage.pm On Wed, Jul 31, 2013 at 7:31 AM, Gerald Young wrote:

...

If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received Remove / comment "AutoResponseType" from ArticleCreateAgentTicketPhone (3.2, around line 1142) and CustomerTicket Message (around line 498.)

On Wed, Jul 31, 2013 at 3:00 AM, Olivier Macchioni < olivier.macchioni@wingo.ch> wrote:

...

Thank you for your answer.

This is an option, but it would multiply the number of queues significantly... we already have way too many of them :(

On Jul 30, 2013, at 16:22, wrote:

...

Maybe you can use a different queue for that? With different behavior.

Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff _______________________________________  Please consider the environment before printing this e-mail

-----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Olivier Macchioni Verzonden: dinsdag 30 juli 2013 16:14 Aan: User questions and discussions about OTRS. Onderwerp: [otrs] Auto-Answer for phone and API-generated tickets?

Hello dear OTRS user list,

Our problem is the following:

If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it.

If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets.

"Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above.

Does anyone know another OTRS feature which could fulfill our need?

Thank you,

Olivier --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

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