Auto-Responses only working when creating "new phone ticket"

[hammerheadmike]

Hi All,

Great forum. I often get directed here from google when researching OTRS enhancements etc. I have an issue I can't find a solution for yet, and wonder if I can ask here.

My Auto-Responses only work when using the "new phone ticket" option.

When an email arrives in the postmaster queue - and I move it to a queue and change the owner... the auto-reply email doesn't get generated. In ticket history, I seem to be missing the "SendAutoReply" action in these circumstances.

I'm using the "default reply" template, and have assigned it to the "auto reply" in each queue.

Is this enough to go on, or would you like more info?

Any advice much appreciated.

Have a great day,

Mike F

[hammerheadmike]

I should add that I have also attempted to create a notification (event) to resolve this.

Using the TicketLockUpdate event, and new/open state filter - I'm looking to send an email once the tickets gets locked (which only happens once per ticket).

This doesn't work for incoming emails either, but is brilliant for "new phone tickets". Works just as well as an auto-responder.

All a bit weird - sorry..

[crythias]

My Auto-Responses only work when using the "new phone ticket" option.

When an email arrives in the postmaster queue - and I move it to a queue and change the owner... the auto-reply email doesn't get generated. In ticket history, I seem to be missing the "SendAutoReply" action in these circumstances.

Change queue, but AutoReplies attached to queues (they are, right?) only happen upon the event, not move.

Only work when creating Phone ticket, makes sense. Because the email ticket is intended to be "I'm creating a ticket for you and here it is".
Of course, customer created tickets should appropriately receive reply.

[hammerheadmike]

Many thanks indeed Crythias - much appreciated.

OK, so that reads logical. I now understand that auto-responses are generated when the ticket is created, not when assigning to a queue (and my postmaster queue did NOT have an auto-responder assigned to it - as I didnt want each and every email getting a "ticket created" response).

I need to alter the behaviour of incoming emails, as I would ideally like the option to log them as tickets (or not). I'll research this next, but if you think I'm going about this the wrong way - let me know.

Many thanks again.

Mike

[crythias]

I didnt want each and every email getting a "ticket created" response).

If it doesn't have a ticket number, OTRS owns the mailbox, so this shouldn't be a problem, even if the ticket is for a spammer.
If it does have a ticket number, it certainly won't make a ticket created.

If you know it's spam, Move or PostMasterFilter it to Junk and have Generic Agent delete tickets from Junk every 10 minutes. Or get a better spam filter for your email system.

If you're trying to be a human sharing the inbox with OTRS, don't.

If you have certain senders that you don't want to receive autoresponse, PostMaster filter to a queue that doesn't have an AutoResponse.