[SOLVED] Auto-reply query

[rockshore]

I wonder if someone can help fulfil the following scenario:

1. Customer sends email to Support.
2. An auto-reply is returned to them and the ticket is automatically closed.
3. If the customer replies to the first auto-reply email, they receive a different auto-reply email and the ticket is opened and remains open.

Does anyone know if there's a way of doing this?

[crythias]

sure .. just set a postmaster filter where X-OTRS-State closed.

[rockshore]

Thanks for getting back to me so quickly.

I've setup a PostMaster Filter as you suggested. However, I'm getting this when I execute a poll of the mailbox:

I tried 'closed successful' as suggested by the docs, and it closed the ticket. However, no auto-reply email was sent out. Please can you help?

Once I have an auto-reply email in place, won't this close the ticket when someone replies to the original auto-reply email? And then how do I send a second *different* auto-reply email whilst keeping the ticket open?

I was expecting a bit more hand-holding through this if I'm honest! I'm by no means an expert as you may already have gathered.

[crythias]

sorry. You may need "closed successful" (or any applicable state listed in your states list)

And, no ... it's not going to (shouldn't?) affect followups (X-OTRS-FollowUpState should handle that), and default action of queue, follow up state closed is reopen ticket.

I haven't tried, so I don't know if the default "new ticket" autoreply will work with this, either, which might necessitate a Notification Event.

This is an obscure request, to be honest. Is it related to spam or system monitoring? Because there are other options for that.

[rockshore]

Great follow-up and really appreciate the advice.

All my requests are bizarre - everything I do seems to be an edge-case! Basically, we want to send one auto-reply email with a link to a Wiki page to self-help. If that isn't good enough, it is thought that the customer will then reply to the ticket, rendering the ticket open and prompting a human response.

If you can think of a better way of doing that, please, be my guest! All advice is most welcome.

So in the meantime, I'm going to have a play with other event triggers...

[crythias]

Well, let's say that you have the default queue set for "Pending Customer Response" that receives all tickets by default. (Or call it "Send Wiki Link"). It keeps tickets "new" and just sits there, working as normal with an autoresponse. A generic agent checks this queue for tickets that are 24 hours/10 minutes old and says, If tickets are New, Set state to closed successful.

If you want to handle them, you can reply to them or otherwise change the state to "open" and respond to the customer. ... it's a real ticket.

If you don't like to talk to the customer but just want to put notes without changing the state, you may want to move the ticket to an "Actionable" queue and handle the ticket normally.

[rockshore]

Many thanks once again for your input.

Upon trying to setup as per your advice, we hit upon a database error. A fairly innocuous one, but one that's stopped us in our tracks until we can test this on a pre-production server.

However, this has been filed for future reference, so I'll mark as [Solved].

Again - thanks.