Add Auto Response

[SLESSARD]

How can I configure a new Auto Response??

easy to add a Response but Auto Response seems to be static

All my queues are set to Reject follow-ups (without creating a new ticket) except one ... therefore I need an Auto-Response that will reject follow-ups if ticket is in a queue configured to reject.

By default OTRS provides:
- default reject (after follow up and rejected of a closed ticket)
- default reject/new ticket created (after closed follow up with new ticket creation)

guidance please
Thanks

[crythias]

use the form that's default on the page.

[SLESSARD]

Duh moment here Wish I would have edited this post before you replied ... really dumb moment here!!

duh!.jpg

but Thanks ;o)))

Created the auto-response but not kicking in!!

Do sub queue inherit config from root queue ?? I doubt it but I have queue X with a sub-queue X.1

X = accept follow-ups
X.1 = reject follow-ups

my new reject auto-response, although associated to the right queues is not working

Investigating ....

[crythias]

screenshot of Autoresponse <-> Queue
select Queue
change "auto reject" settings
select auto response

[SLESSARD]

Here it is my friend .. all seems set correctly. But that last dumb moment does not give me much credibility

Queue Configuration

queue_config.jpg

Auto Response Configuration

autoresponse_config.jpg

Association to the Queue

association_config.jpg

[SLESSARD]

After some more testing turns out that reject notification only works on Closed State Type ...

Questions:

1) Is this how it's suppose to work??
2) If so then how come we can set follow-up options per queues?

followup.jpg

3) if not how can I change the behavior to activate rejects on specific queues?

What I want to do is to let the client update a ticket only when in a specific queue, otherwise reject in all other queues.

I do have a specific queues for closed and that works fine but ongoing tickets can be in many different queues, in other words, while the ticket is being processed the ticket cannot be updated unless the Agent sends a response email and move a ticket in the Pending Client Response queue.

Any idea ??

[SLESSARD]

If anyone could explain the differences between each auto response type (auto reply, auto remove, auto follow-uo etc ... ) ??? the admin doc is not helpful

and also what is the follow-up option is suppose to do on each queue ... because after some testing the only it does is nothing!!

[SLESSARD]

Ok turns out the Follow-up option for each queue only works with Closed Tickets
Same for Rejects auto Response
(either this is poorly documented or I'm a poor reader ... hmmm)

What I need to do is:

- System email1 (unfetched)
- System email2 (fetched by OTRS)

Queue1 set to email1
Queue2 set to email1
Queue3 set to email2
Queue4 set to email1

Responses set to Queue3,
When a response has been fetched the ticket is moved to Queue4 by a PostmasterFilter.

If client tries to respond to a ticket currently in Queue 1,2 or 4 it shall be rejected. Replies are only allowed in Queue3

May seems strange but our clients tends to update their request a trillion times ... therefore I am restricting that "Window of Opportunity" and forcing them to send us a complete request without missing bits and pieces.

Because I misunderstood the follow-up options in queue configuration and the auto-responses type ... I'm stuck

[crythias]

I'm not sure if the following will work, but Postmaster filter checking for x-otrs-queue might be where you want to go.

[SLESSARD]

I tried that but X-OTRS-Queue is not picked up when trying to Match

None of the X-OTRS-* Headers are working ... my postmaster account is also set to trusted

They all work when trying to Set but not Match

[crythias]

if they're creating new emails and not replying, there's a possibility that they don't have headers.

[SLESSARD]

True ...

not very familiar with X-OTRS headers ... do they all get somehow attached or included in an email envelop when sending out a Response ??

I'm using the headers (follow-ups) to set fields in my filters but not in matching criteria ...

[jojo]

X-OTRS Headers are not send out from OTRS, they are only used in the inbound email way

[SLESSARD]

Thanks ... not sure I understand how they are set in the first place before they can be used as Matching criteria ...
I'm leaving for vacation ... back in a month!!

Thanks for your inputs - much appreciated