Auto-response issue

[tarjanyij]

Hi,

I have installed a new OTRS 3.0.2 on a Debian. It seems everything works exept the auto-response.
Im useing nullmailer to sending e-mails from linux. The smarthost is our Exchange2007. The incoming mails also fetch from here, and works well this part.

Firstly I want to use the default RAW queue to test, and linked the deault auto-response for this queue. Next to this I setup an agent notification from new ticket. When otrs fetch mail, it genereta a new tickect and send the notification a-mail as well, but dont send the auto answer?

Please help me to resolve this.

[tarjanyij]

Any suggestion ?
Is there any way to log what happens inside the OTRS ?

[jojo]

did you check OTRS Log, Ticket History and verfied the setting for Auto Responses?

[tarjanyij]

Im totaly new in OTRS, so where can I find the ticket history ?
I want to check the log files, but find only the TicketCouter.log in /opt/otrs/var/log.
Have to turn On the log somewhere ?

Im double check the settings aroun auto-response, its seems good.
As I wrote in first post, I want to use the default responses and default queue, so the queue and the auto-response is linked. Is there any other necessary settings ?

[jojo]

The history link you'll find in the ticket zoom. The OTRS Log you'll find in the place where syslogd ist writing it (like /var/log/messages)

[tarjanyij]

This is the syslog:

Fri Nov 26 11:43:02 2010 notice OTRS-PostMasterMailbox.pl-10 POP3: Fetched 1 email(s) from helpdesk/192.168.40.1.
Fri Nov 26 11:43:02 2010 notice OTRS-PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'tarjanyi.janos@procomptelecom.hu'.
Fri Nov 26 11:43:02 2010 notice OTRS-PostMasterMailbox.pl-10 New Ticket [2010112610000036/test24] created (TicketID=26,Queue=Raw,Priority=3 normal,State=new)

The notification is OK, but no auto-response

Here is my settings:
http://img843.imageshack.us/f/queueresponse.png/
http://img220.imageshack.us/i/fetch.png/

[tarjanyij]

Any idea to resolve this ?

[ahkal]

have you seleted the "raw" queue in "my preferences" and also selected "yes" to receive "new ticket notification"

[jojo]

it seem that you did not choose an auto response for this queue

[tarjanyij]

have you seleted the "raw" queue in "my preferences" and also selected "yes" to receive "new ticket notification"

The new ticket notification is OK.
The customer who opens a new ticket don't receive the Auto-answer

[tarjanyij]

it seem that you did not choose an auto response for this queue

It is linked :



Any other idea why isn't work ???

[jojo]

you have to use the "auto reply" setting, thats the one used for new tickets.

[tarjanyij]

Bahh .. Yes it is works. Thx.
I told Im new in OTRS.

BUT

What/ does "autoreply/new ticket" for used ?