Auto Response "Auto Reply"

[sweeny_here]

Hello - according to these forums it seems like it's not possible to get the auto response new ticket "auto reply" to reply to all email recipients associated with a new ticket.

Has any workaround been found or is there any potential hack which could be applied?

[crythias]

Who is the other "Auto Reply" recipient? Agents or customers?

[sweeny_here]

Usually it would be customers.Sometimes agents and more often than not, it would also have external users which are not registered within OTRS as either an agent or customer.

[crythias]

No. Unless you set up proper notification events. Your question is too ambiguous to answer.

[ugob]

I thinks he means to send response to everyone that was included in the To: and CC:, except the OTRS e-mail address.

[MichaelR]

You will probably need to change the code in Postmaster/NewTicket.pm to notify everyone.

[crythias]

You will probably need to change the code in Postmaster/NewTicket.pm to notify everyone.

I'd rather suggest creating a PostMaster Filter (external file) as it is modular and won't interfere with upgrades.

[MichaelR]

I'd rather suggest creating a PostMaster Filter (external file) as it is modular and won't interfere with upgrades.

Yeah... if only my OTRS was easy to upgrade... Takes me about 1h to migrate all my changes on each upgrade XD

[crythias]

Then you're doing it wrong . You should be dropping your changes in otrs/Custom.

[MichaelR]

If I copy them all into the Custom directory, then when I upgrade I will still be required to check all new files to see if they are the same version as my modified ones?

But yes, this Custom directory seems like a nice place to store them all.

[sweeny_here]

Thanks for all the replies.

Yes - I need to send a response to everyone that is included in the To: and CC: fields.

It has been mentioned to create a a PostMaster Filter in an external file to ensure everyone is replied to via the auto response.

Can you give any example of how to include an external file?

[renee]

Here you can find an example for a PostMaster filter implemented as a Perl module: http://forums.otrs.org/viewtopic.php?f=61&t=10837

[libras]

I am having the same issue, I also want all the recipients of the email (from and cc) to get the auto reply which is generally sent only to the main sender (from) address. I went through the suggestions given above but since I have no development knowledge / experience I was unable to put it all together. Is there anyone who could share the exact code that I need to change.

In my case I have set a "notification (event)" which sends "customer" an email on "TicketCreate".

Any help would be greatly appreciated.

[janetdavis]

I also on the "TicketCreate" step, how to proceed?