Auto Reply <-> does not work on closed tickets

[spriebe]

Hi!

I've setup an auto reply for new tickets for a specific queue - which works fine. But i i put a X-OTRS-State: closed unsuccesful in the header the auto reply isn't sent. But why? I mean the ticket is newly created even it is then closed unsuccesful.

Stefan

[crythias]

Try Notification (Event) state change

[spriebe]

Where do i find what you mean?

[crythias]

Admin,
Notification (Event)
Add a new notification, Add
Determine recipients,
Event
TicketStateUpdate
select the states that you want for notification,

provide a subject, etc.
Closed (<OTRS_TICKET_Title>)

body:
This ticket <OTRS_TICKET_Title> has been closed.

Please don't reply to this message unless for some reason you do not feel this ticket needs to be closed.

You can track your ticket here:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_TicketID>

[spriebe]

But i need this only for one queue and only Ehen the Ticket is created Even the Ticket is created with state closed unsuccessful.

[crythias]

New tickets state closed unsuccessful? You mean rejected tickets?

[spriebe]

sorry might be a little bit confusing.

No i meant exactly what i said. We send an E-Mail to OTRS without any ticket number OTRS should create a ticketnumber, send auto reply and should set status to unsuccessful. Our agents only need these tickets when the customer replies to the auto reply. But it should stay searchable on which tickets nobody has replied (closed unsuccessfull).

[crythias]

Right, so choose your one Queue ...

Also, a ticket state cannot be "new" and "closed unsuccessful" at the same time.

[spriebe]

mhm but any other ideas how i can achieve what i want?

I need an auto reply with then a status like closed unsuccessful so that the agents see only the tickets which are reopened by the customers who answered - but they should also be able to search for the closed unsuccessful ones.

[crythias]

Would it be possible to explain (again?) your workflow to get to this point?

I think I'm reading it as:

An agent creates a new ticket via email to a queue, which is immediately closed unsuccessful (?) but is set for a specific customer...

I give up. Why not simply put the state as pending autoclose for 1-2 days? (or, alternatively, add yet another State/Status that isn't exactly closed unsuccessful, such as awaiting response)?

[spriebe]

I want that the ticket is not visible in the queue until the customer replies. Is this possible with autoclose? How do i then find the tickets where the customer hasn't replied?

[Daniel Obee]

Auto reply will not be sent on closed tickets. The only solution I see is to leave the tickets open for the moment and close them later on via generic agent.

Greets
Daniel

[spriebe]

That was what i thought too but in this case it could happen that a customer has already replied when Genericagents will close the ticket

[crythias]

Just create a new status, "Not responded" and filter it out of your queue status.

[spriebe]

mhm good idea - where can i add a new status and exlcude it from the queue

[crythias]

Start at the documentation for adding new states.

[spriebe]

OK just to be sure:
1.) i create a new state in the otrs DB
2.) i send my mails to otrs with the mailheader saying to be in my newly created state (do i have to define this one also in Ticket -> Frontend::Agent::Ticket::ViewEmailNew > AgentTicketEmail###StateType)?
3.) how do i achieve that the tickets in my newly created state aren't visible in the queue?