I'd like to know about auto reply when the ticket is open.
In my company the customer doesnt have access in WEB Customer.pl, so to ticket be open, the customer need to send e-mail to SErvice Desk.
When the customer sends a e-mail, he copy some people in CC ....
Is pretty important that CC will be able to receive the autoreply when the ticket is open.
I already see the file Article.pm and found out this line
my $Cc .................
The auto reply to Cc can be configured in this variable, but i dont know ....
To Cc receive the auto reply when the ticket is open, how can i configure this line into file article.pm????????/
Thankss a lot ..........