Queue view and auto responses

[Steffen]

Hello everybody,

I've been searching and searching for an answer...

We've put up this wonderful OTRS 3.0.6, and configured auto responses for various queues. Our problem is: when a customer are sending us a new email, the general queue view in OTRS are showing our auto respons instead of showing what the customer actually wrote - so you'll have to open every single ticket. When the customer is following up on the tickets, there are no problems.

It seems that OTRS is configured to show the latest post, which in our case is the auto respons.

Any solutions?

[ferrosti]

Have a look at your SysConfig frontend at Frontend::Agent::Ticket::ViewQueue
There set sort order and sort by to your needs.

[Steffen]

Hi ferrosti,

Thanks for the answer, but I'm not sure thats what i want to change. The ticket sort order i fine - atm sorting after the age of the ticket.

The option i'm looking for, is how to change the presented message in the queue - or perhaps for every single ticket. When scrolling throught a queue, then for every new ticket/case we have recieved, there will be the text of the auto respons presented. That means that we're seeing the message "Thanks for contacting us... ticket no.. and so on" instead of seeing the actual message the customer wrotes us. When clicking on a single ticket we can see the customers message by clicking on the history.

Hope you understand.

[ferrosti]

AFAIK there is no chance to just omit auto answers on QueueView.

In case it is an option for you, you could try to reverse sort order in Frontend::Agent::Ticket::ViewZoom.
In QueueView you´d have the first message then and in ticket zoom you´d have the latest message on top. I hope this works, I never tried.

[Steffen]

Thanks again. It's still not what i want, but I preciate your answers anyway.

I'll look further into it myself, and if i find an answer, i'll post it.

[Flitsche]

hey Steffen,

have you found anything in this matter? This is very annoying and my agents will be quite upset about this.
I went through pretty much all relevant options in sysconfig but couldn't find anything.

cheers,
Nico

[Steffen]

Hi Nico,

I've found no solution to this matter yet.