New Ticket Auto Response [RESOLVED]

[davidbann]

Hi there,

If a customer creates a new ticket by sending an email to support@domain.com, then I would like an auto response sent to the customer informing them that we have logged their request and we will get back to them shortly.

I have tried to configure this with Notification (Event) under the admin area - I have selected TicketCreate as the event, and ticket status is new.
Do I select the recipient as CUSTOMER under groups? If not, where do I specify who the email should be sent to?

I can get it to email a specific address for testing - in other words I enter my own email address under the recipient section, then it sends me a mail when a new ticket is created. I have tried to enter <OTRS_CUSTOMER_FROM> as the recipient with no luck.

Any suggestions?

Where would I get a list of all available parameters that I can use in in emails? (Eg <OTRS_CUSTOMER_?>)

[crythias]

It's a queue based auto response, if you queue doesn't have it, it won't work.

[davidbann]

Thanks - I feel quite silly now - I completely overlooked the blatantly obvious "Auto Responses" section

[manishz]

Hi all,

I have enabled the auto-response queue for notification to customers in case of new ticket is created by him.
But I want to send this notification mail to customers who send the requests with specific format in subject line / body.
Is there any way in OTRS to do that ?

Thanks in advance,
Manish

[ozcin]

Hello,

I configured auto responses, they work fine. However, I want to configure the OTRS to send the new ticket auto response mail to all e-mail addresses in the mail.

Example: X is sending an e-mail to us. In his e-mail, at to field, there are also persons like Y and Z. In addition to this, at cc field, there are another persons like T, U, V.

Currently, OTRS sends new ticket auto response to only X. However, I want OTRS to send new ticket auto response to also the persons Y,Z,T,U,V .

Is it possible?

Our OTRS version is 3.0.7

Best Regards,

Ozcan YILDIZ

[sunny]

I have also the same requirement....