Auto-response

[Heinzz]

Hi, I'm new to OTRS, and I have a question about the responses.

When I move a ticket to another queue, can it send a auto mail to the customer?

Thanks in advance

[jojo]

only via "Notification (Event). But do you really wan't to tell your customer your internal workflows?

[crythias]

If you did this with paper, would you tell your customer that you changed folders?

[Heinzz]

It's more like the automaticly incoming mail there could be spam/non customer things and it will auto reply to those aswell or is there any filter you can put on it?

[crythias]

It's more like the automaticly incoming mail there could be spam/non customer things and it will auto reply to those aswell or is there any filter you can put on it?

...?

If it's spam, and it comes in, it already has sent any default queue autoresponse.

If you change the queue, nothing happens.

If you have a way to detect spam at your mailbox, chances are you'd reject it before it gets to otrs.

[Heinzz]

Aha, Thanks for making it clearer for me.
We have spamfilters so i could set auto response on the incoming mail queue?

Sorry for the bad english

[crythias]

(I mean, I'd like to move something to a queue and provide a reject notice)

Yes, do a Notification (event) on queue change to the reject queue.

[crythias]

We have spamfilters so i could set auto response on the incoming mail queue?

If you have spam filters, your spam filter should reject the email. Do you really want it to pass through to otrs?

(what about "this is not a ticket" email from customers?)
If it's in otrs, it's a ticket. Handle it as a ticket, even if it's general correspondence.

[Heinzz]

Okee, Thanks for the info!