"AutoResponseType => 'auto reply'," in AgentTicketEmail.pm?

[morecw]

I've just found that 'New Email Ticket' isn't using the 'AutoResponseType => 'auto reply'. I've only just removed this feature from AgentTicketPhone.pm because it's confusing for the agents.

To our company it makes sense to us to use the same standard "new ticket" notification when;
a) the customer creates a ticket at Customer.pl
b) The customer emails OTRS
c) Agent creates a ticket via 'New Email Ticket'. But of course Phone Ticket should remain without a customer notification.

Is possible to add "AutoResponseType => 'auto reply'," somewhere in AgentTicketEmail.pm to get this working?

[crythias]

is that. but related to the autoresponse assigned to the queue.

[jojo]

An email ticket does not need an autoresponse as you are directly sending out the the email to the customer

[crythias]

well, yeah... if you want to be particular... :)

[morecw]

I'm not sure if I'm understanding you right. Yes I'm afraid the requirements are rather particular.

Let me confirm a couple of things:

We have a standard templated autoresponse that gives the user all the info in English/German about their new ticket and how to access it via the Web interface (although we still accept emails too)

- OTRS collects emails from our Support Inbox, creates a new ticket or updates an existing one. For new tickets the auto-response assigned to the Postmaster queue sends the customer the templated email - this is all good and clear.

- When a customer creates a new ticket via the web interface, he also receives this same templated email - this is also fine.

- When an agent creates a new phone ticket, no auto-response is sent to the customer (now that we've disabled it!) - this is also fine

- However when an agent creates a new email ticket, we still expect the customer to receive all the info from the template, not just simply the contents of what was written in the ticket, which is what happens now.


I hope I am not making a grave error here. But if you could help me realise the last point you'd really be doing be a favour

[crythias]

However when an agent creates a new email ticket, we still expect the customer to receive all the info from the template, not just simply the contents of what was written in the ticket, which is what happens now.

Then you need to populate the body of the message you send (or the signature for the queue) with this information. It is not good form to send two emails every time you create one ticket.

[morecw]

However when an agent creates a new email ticket, we still expect the customer to receive all the info from the template, not just simply the contents of what was written in the ticket, which is what happens now.

Then you need to populate the body of the message you send (or the signature for the queue) with this information. It is not good form to send two emails every time you create one ticket.

Ok now you've really confused me. It is not my intention to send two emails. I want simply that the customer receives one email which contains what we have added to the auto-reply response i.e name tags, content of the ticket the agent has made etc etc...

It happened like that with AgentTicketPhone but we disabled it because it's confusing for the agents as customers should not receive an auto reply through this module.

Can you help me configure AgentTicketEmail?

[crythias]

Then you need to populate the body of the message you send (or the signature for the queue) with this information.

[jojo]

OTRS is designed the folowing way:

- Inbound Tickets (Phone, Email, Customer Portal) -> Auto Reply send (so customer knows Ticket#)
- Outbound Ticket (Agent Email) -> no Auto Reply sent as customer directly receives the text

So just follow the design....

[morecw]

Then you need to populate the body of the message you send (or the signature for the queue) with this information.

That wouldn't work for us because then it will get added on top of our responses

[morecw]

OTRS is designed the folowing way:

- Inbound Tickets (Phone, Email, Customer Portal) -> Auto Reply send (so customer knows Ticket#)
- Outbound Ticket (Agent Email) -> no Auto Reply sent as customer directly receives the text

So just follow the design....

Then in that case there was no point in disabling the notification from AgentPhoneTicket, I will reenable Auto Reply for that. AgentEmailTicket can be reserved for internal tickets instead. Whatever happens all external customer must receive the auto reply

[crythias]

We have a standard templated autoresponse that gives the user all the info in English/German about their new ticket and how to access it via the Web interface

So do I, in our signature:

Code: Select all

You can track your ticket here:

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_TicketID>


<OTRS_Agent_UserFirstname> <OTRS_Agent_UserLastname>

--
Company Support
Email: support@company.com - Web: http://www.company.com/
Support tickets: https://support.company.com/otrs/customer.pl

--
Login: <OTRS_CUSTOMER_DATA_UserLogin>
Forgot your password? https://support.company.com/otrs/customer.pl#Reset

[morecw]

So do I, in our signature:

I'm not sure why but when I try the template in the signature, the tracking link doesn't work, it comes out as "...&TicketID=-"

[crythias]

there is no ticket number on a new unsubmitted ticket.

[morecw]

there is no ticket number on a new unsubmitted ticket.

I considered that but it still arrives like that afterwards on the email

Screen shot 2012-11-08 at 22.02.38.png

[jojo]

thats an issue of the mailclient as it does not interpret the & and following as part of the link

[morecw]

thats an issue of the mailclient as it does not interpret the & and following as part of the link

I don't think so because these links work ok when sent through an Auto-Response