Auto Follow Up

[Cadpro]

Hi,

I have been trying to sort this issue out but have not had much luck with the search function.

Using OTRS 3.08

When a client creates a ticket they receive a new ticket response. If they reply to that reponse with additional information they get an auto follow up showing the information they just emailed in. It's seems strange to send out auto follow ups when the client is the one that sent the additional information. If I disable the auto follow ups this causes the agent responses to not send auto follow ups, which I don't want.

Sorry if this does not make sense. Any help in the right direction would be great.

Thanks,
Daniel

[ferrosti]

You disable 'auto follow up' and want 'auto follow up' to be sent?
Can you please give some details about the workflow and what should happen?

Please fill your signature!

[Cadpro]

Sorry I'll try explain it better.

Customer - Email-External - Customer sends in support request
system-email-external - OTRS responds with new ticket response
customer-email-external - customer responds with additional information
system-email-external - OTRS responds with Auto Follow UP

I don't want OTRS to auto follow up when it was the client that sent the additonal information. The Auto Follow Up is telling the customer the information that they just sent in. They do not need to get this.

I do want Auto Follow Up to email the agent when the client sends additional information to the ticket, just not the client as well.

Hope this make more a little more sense. Sorry it's kind of hard to get across what I'm trying to achieve.

Thanks,
Daniel

[jojo]

switch off the auto response for follow ups and also check your notification event settings (as OTRS won't behave like described normally, someone switched on this behaviour!)

[Cadpro]

Hi,

Thanks for your response. The Notification Management lists 'no data'. The problem with turning off Auto Follow Ups is that the agent does not get notified.

Any other ideas?

Cheers,
Daniel

[crythias]

customer preference, not agent preference... Notifications go to agents (generally), AutoResponses go to customers.

[jojo]

Go to Aut Resposne <-> Queue Settings