OTRS Default New Email Ticket Email Issue

[tharrison]

Hey Guys,

I've installed OTRS and I have an issue with the default email that the system sends out once you submit a new email ticket. The customer is being sent a default email which includes the body of text I enter into the new ticket form. I want to change this default email that gets sent. I tried creating a custom notification for all new tickets and what happened was, the custom notification and the default email were both sent to the customer.

I have tried looking for where the default email has been configured in the new email ticket setting but I can't find it. Is this default email something that can be changed or do I have to live with it as it is part of the new email ticket form template? Can I change the template then?

Kind Regards,

tharrison

[jojo]

don't use email ticket for this. use phone ticket