Znuny Open Source Ticketsystem

Thanks for your response, perfectly clear. We already suspected

Hi, When I create an e-mail ticket, and I have selected the customer user (out of my Customer User Administration) the text template connected to the selected queue does not show the salutation I wish. When I make use of an answer - template, I use the following tag: Geachte <OTRS_CUSTOMER_DATA_User...

Thanks for your quick response.

Okay, but what if you have multiple queues, and you want to sent different auto replys depending on the queue?

Hi, Auto reply's are send when new ticket arrives in the default queue 'raw'. However, we want the auto reply been sent from another queue (created by us). Therefore, we first unselected the auto reply in the queue 'raw'. Second, we created a new queue and linked it to an auto reply. However, when n...

Hello,

We are new with OTRS and are confused about the use of ticket types/ queues. Can we use ticket types to link tasks to agents? Or do we have to create queues for this?

Thanks in advance!