Auto-Answer changes Ticket-Priority by itself

[dsepeur]

Hi,

i have a small problem and search for a hint to the right direction.
Im using OTRS6 and create Tickets via the Generic-Interface. While creating the tickets, i provide a ticket priority which is working fine.
As a next step, i created auto answers.
For every ticket i create via interface in the name of the customer, the OTRS-System should send an auto welcome message. Thats working finde via the auto answer functionality.
But ... everytime the system creates the auto answer, the ticket priority gets screwed back to "2 low".

Here the way i go. I want to make you understand what I do.

1. I fill in a form on our webserver
2. The form gets send to the form-processor, which also creates a ticket with ticket priority on our OTRS-Server via Generic interface. The ticket gets created in the name and by email-address of our customer.
2.1 Until here, everything is okay. The thicket gets sorted to the right queue, have to correct priority, sender is customer email-address. Everything fine.
3. After the Generic Interface created the ticket, the OTRS System sends an auto message to the customer
4. After the action in 3, the ticket priority changed automatically to "2 low"

This behaviour drives me crazy. Really
To send automatically an information to the customer, that a ticket got raised and that a responsible will take care about its case, does not mean that some human answered to the customer. It it will be a human, it is okay, if the state gets screwed back.

Can someone of the community point me in the right direction to prevent OTRS to change ticket priority after sending out an auto answer for a ticket creation?

Thank you very much, stay home and healthy please.

Daniel

[zzz]

Hello Daniel,

What does the ticket history say?
Do you have a Generic Agent that changes the priority?

— Emin

[dsepeur]

Howdy,

no, i dont have a Generic Agent which changes the priority. The OTRS is freshly installed and all i did until now is creating the queues, defining the Postmaster-E-Mail accounts as well as the Webservice.

After i create the ticket via the Webservice the OTRS sends automatically an auto answer, which is wanted.
In the history i see a new created ticket and above this, with yellow background the auto answer.

It looks normal, but after the auto answer the priority gets changed.

If i deactivate the auto answer, the ticket gets created with the desired priority. Just after OTRS sends this auto answer, the priority change to "2 low".

You need a screenshot?

Thanks alot

Daniel

[zzz]

A Screenshot won't be necessary if the history doesn't show any hints and you made no other changes in the system configuration, as priority 3 is the default for almost every priority-based setting, and priority 2 sounds pretty special for an automatic change.

The only thing that'd come to my mind would be to debug on a test system and trace back what's calling the priority change.

— Emin

[jojo]

please show the history (not the article tree)

[dsepeur]

Hi

how can i see the true history, please?

Daniel

[zzz]

Bildschirmfoto 2020-04-25 um 16.41.24.png

[dsepeur]

many thanks

i will give an answer monday morning

thanks again for pointing me.

have a nice weekend and please try to stay home to save yourselves.

daniel

[dsepeur]

Hi @all,

i was able to find my mistake.
Thanks to all helping me in this case.

The problem was, that i deal with different priorities. For the problem i reported, the inititial priority was 2, so correct.
Sorry for disturbing you here with my unability to see all factors here.

Thank you very much. I appreciate your support!

Daniel