Autoreply for new tickets

[genem85ua]

We are configuring OTRS with OTRS:ITSM and I'm trying to get the autoreply to work. I'm sure I don't have something configured correctly.

I submit a new ticket and I see in the System Log that it comes in and assigned to the correct queue ('Unassigned' in this case). Under Manage Queue-Auto Response Relations Queues, for the 'Unassigned' queue, a template set for autoreply/new ticket. I created that template and it is set to a type "auto reply/new ticket" and is set to valid.

I don't see any evidence that an email is even being attempted to be sent. OTRS is successfully sending emails when i reply to a ticket so I don't think there is an issue with being able to send an email.

I'm pretty new at OTRS and I've been over the configuration settings under Admin multiple times but I guess I'm still missing something. Any help pointing me in the right direction is most appreciated.

Thanks!

Gene

[crythias]

autoreply/new ticket is when the ticket is closed and a new ticket is created instead of followup on the closed ticket.

[genem85ua]

Well that would certainly explain why I'm not seeing anything generated!

I changed the type to 'auto reply' and it works now.

Thanks.