Autoresponse to customer with custom data

[fotag]

Hello all,

We would like every time a customer raises a ticket, an auto-response to be sent to customer, which will inform him/her with:

• ticket's position in queue (ex. You're 3rd in Misc Queue)
  time that relevant team will start work on this issue (that would be nice if we could calculated with 'Queue theory' from already resolved tickets in this queue.)

OTRS has already auto-responses but none of the above data (ticket's position in queue, etc) are available by default (there is <OTRS_TICKET_QueueID>, but it is not for open state tickets).

Has anybody done any of the above? Could somebody give some guidelines?

Thanks in advance!

[fotag]

Anybody that could give any hint?

[EXG133]

OTRS notifications can use everything that TicketGet provides. I think you would have to write a completely custom NotificationEvent.pm for anything more than that.

I also have no idea how you would calculate start time or resolution time based on old ticket stats in a meaningful way but that's a different issue