Auto-Create ticket and generate email to customer

Moderator: crythias

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bminnix
Znuny newbie
Posts: 4
Joined: 16 Sep 2013, 22:44
Znuny Version: 3.1.11
Real Name: Brandon
Company: NetWolves

Auto-Create ticket and generate email to customer

Post by bminnix »

Hello,

I am currently working on getting our OTRS installation to create tickets from an inbound email.

I have successfully set up the mail account and some filters and am able to have the ticket auto-created with the queue and customer assigned.

There are 2 things that I would like to be able to do from this point but am not sure if it is possible.
1. Expand the amount of Filters and Headers that are able to be used (currently 4 each)
2. Once the ticket is created by the incoming email, auto-generate an email to the customer on record for that ticket with the information in the original email.

We currently have it so that if a ticket is created as Email Ticket, then it will send an email to the customer, but this is only when we manually create the ticket, I have not been successful in making it send email to customer when generating the ticket from an email. Is this possible?
crythias
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Re: Auto-Create ticket and generate email to customer

Post by crythias »

bminnix wrote:I have not been successful in making it send email to customer when generating the ticket from an email. Is this possible?
Auto-Response/Auto-Reply attached to queue.
bminnix wrote:Expand the amount of Filters and Headers that are able to be used (currently 4 each)
Please provide more information on what you'd like to accomplish. Note that PostMasterFilters run alphabetically. If you need to set more than 4 things at incoming ticket, perhaps you're looking at the wrong place to store that information.
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bminnix
Znuny newbie
Posts: 4
Joined: 16 Sep 2013, 22:44
Znuny Version: 3.1.11
Real Name: Brandon
Company: NetWolves

Re: Auto-Create ticket and generate email to customer

Post by bminnix »

crythias wrote: Auto-Response/Auto-Reply attached to queue.
Thank you very much sir. That worked, I didn't realize each queue had the ability to send an Auto-Reply for a new ticket.
crythias wrote:
bminnix wrote:Expand the amount of Filters and Headers that are able to be used (currently 4 each)
Please provide more information on what you'd like to accomplish. Note that PostMasterFilters run alphabetically. If you need to set more than 4 things at incoming ticket, perhaps you're looking at the wrong place to store that information.
I haven't gotten far enough into the Filter/Header piece to be sure that I need more than the 4 that are available. My original thought was that with more filters/headers, it would be easier to place tickets into their proper 'bucket'. I will work with what is here for now and see how it goes.

Thanks again for your help!
dcb
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Joined: 12 Oct 2013, 02:28
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Real Name: Fabio
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Re: Auto-Create ticket and generate email to customer

Post by dcb »

Hi everybody.
I'm new w/ OTRS and had setup it using my Windows 7 server station.

Everything seems to be working fine but the auto-response/reply feature.
I can even send notes to customer using predefined answers, but when customer sends the note asking for ticket opening, nothing happens.

Auto-response is already attached to the proper queue. Email address is working fine as answers reach the customer.

Don't know what else can it be.

Could you help me?

Regards,
DCB
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