Sending notification after phone-ticket sent

[dbehterev]

Hello all. I receive notification when e-mail based tickets have been
sent. But this doesn't work when agent has created phone-based ticket.
What should I do to enable this behaviour?
Thank all for answer.

[crythias]

Who would get a notification? If you're creating a ticket, you shouldn't necessarily have to get a notification that you made a ticket for you. If you created a ticket for another agent, he would get a notification if the Queue is in his My Queues and he has "Assigned to you" notification turned on.

[dbehterev]

Who would get a notification? If you're creating a ticket, you shouldn't necessarily have to get a notification that you made a ticket for you. If you created a ticket for another agent, he would get a notification if the Queue is in his My Queues and he has "Assigned to you" notification turned on.

Thank you for answer. I need that corresponding customer get notification about its ticket. This is helpful because in my environment some users don't send tickets via e-mail just telephone.

[crythias]

If you create a Phone Ticket that's in a Queue that does not have the AutoReply, the customer won't get sent the notification. This is possible if the Queue in which you create a Phone Ticket is not the same Queue that default receives email. Check Admin, Auto Responses <-> Queue.

[crythias]

Actually, I *think* that the Phone ticket is not where you want to create a ticket for a customer anyway, if you want the customer to receive notification of the new ticket. I believe that's what the Email ticket is for.

[adaroc]

hi

this is because you have not assigned auto responses to the relevant queues

go to:

Admin

Auto Responses <-> Queue

and assign * default reply (after new ticket has been created) (auto reply) to all the relevant queue

post back results

[dwg]

This worked great!

Without any auto-reply set for the queue I was not able to find a way to respond to the customer by email.

After setting the auto-apply as suggested, and creating a new ticket in that queue, I now see two items in the ticket, the initial ticket request itself and also a ' system - email-external ' item that I can now reply to or forward.

[troffasky]

Dare I ask why you wouldn't just create an email ticket? AFAICT after a few months of using OTRS, the only difference between the two is that one sends emails and the other doesn't.