send new ticket notification to customer

[bgervasi]

I am trying to get otrs to send a notification to customer when there request has been received in otrs, which would display the new ticket and the web link to the ticket.

Anyone know how this is done. It works for the agent, but not for the customer.

thanks

[crythias]

customers get autoreply on new tickets created via email.

[bgervasi]

I do not see any email going back to the user, is there a flag which was turned off from the admin when the otrs was first installed ? Would you know which option turns this off ?

[crythias]

Make sure the customer doesn't have "No" in preferences. You also may not have an autoresponse for the queue.

[bgervasi]

The customers are being handled via LDAP, so I do not have individual customers in the OTRS database. Regardless, I do not see a "No" in any of the customers listed.

[crythias]

You have not indicated anything about AutoResponses being assigned to the Queue you're using.

[bgervasi]

Manage Queue-Auto Response Relations:

Queue: Helpdesk
Change "auto reply/new ticket" settings: New Ticket


Auto Response:
New Ticket
Type: Auto Reply/NewTicket
Valid

[mturner]

Hi crythias,

We're experiencing the same problem. The auto-response has been created and assigned to the inbound queues exactly as bgervasi has described, but no email is sent to the customer -- only to agents. This is confirmed by the system log, which shows only agent notifications going out.

I don't see any preference for email notification on the customer management page.

Please confirm if this is a bug in OTRS 3.0.7 or a misconfiguration on our part.

Thanks,
mturner

[crythias]

If you have an auto-reply assigned to the queue, it should work on new tickets being created by the customer via web or email.

Please post screen shots of the auto-reply selection and System Log, make sure the auto-reply isn't invalid(?), and that you're not getting an error on send from the queue.

If the System Log doesn't have *ANYTHING* related to auto-response sent, it's likely that the auto-reply is not attached to the queue to which they submitted a ticket.

[mturner]

Thanks for your reply. Here are the screenshots you asked for. I have attached the auto-response to the Raw queue, but also to specific customer queues. But it doesn't work for any of the queues.

[crythias]

auto reply is blank, and therefore won't send the response on new ticket creation. Unfortunately, the auto reply/new ticket is a reject notification and ... you disabled the default reject notification and assumed because you changed the content, it would change the behavior.

Yes, it stinks that's how it was labelled in OTRS and doesn't make any sense in English, but that's the answer to your question.

If you don't believe me, check the default content of auto reply and auto reply/new ticket.

I know, the next question: "Will that affect followups?" and the answer is no, that's what auto follow up is for.

[mturner]

Hi crythias,

Thanks so much for your help. Problem solved!

There is one more thing though... the auto-response email is being added to the article list in the ticket, which is rather pointless. Can we disable that?

Cheers,
mturner

[crythias]

I suppose you might find and disable HistoryAdd(?) in the code for autoresponse.

[mturner]

Ok, thanks. I'll look for that.

[shenglu]

Auto-Answer and distribution have created exactly the same bgervasi described the inbound queue, but no e-mail sent to the customer - only agent. System log, which shows go out of the only agent to inform confirmed this.