Automatische Antworten

[marshen]

Hi,

I despair just to OTRS and while I have the following problem.
In the system I created a queue with the name ToDo. This queue has more sub-queues named ToDo: username.
Now I have the following scenario:
User X writes from his email account an email to ToDos@example.de. This email inbox is deposited in OTRS!.
In the email user X in the subject writes the user's last name to go to the ToDo and halt his text. When the email arrives into the system assigns the OTRS into the appropriate queue ToDo (ToDo: username), everything works wonderfully!
User X now gets an automatic response by e-mail works, that the todo was received into the system, and everything wonderful!
However, user Y should now be informed by email that for him a new todo is received've tried so many things and get it back, unfortunately not!
About a help I would be very grateful!

Many greetings

[crythias]

Are you saying agents aren't notified (they won't if the queue isn't in their "my queues"), or that the customer isn't getting the appropriate autoresponse?

Also, it's not necessarily a good idea to have customer-centric queues, because they stay forever, and you have to create a new queue for every customer.