AutoResponse with an Attachment

[danny0312]

Hi there,

I am looking to create new auto response on a new ticket, which is automatically sent out to customer and wanted to know if it possible to include an attachment with it? I know that attachment can be included in templates, but what about auto response?

Thanks!!!

[crythias]

While the answer is likely or possibly yes, may I suggest hosting the file and providing a link to the customer instead?

[danny0312]

While the answer is likely or possibly yes, may I suggest hosting the file and providing a link to the customer instead?

That was actually my option #2 However, before I do that, I would like to know if it is possible to do in OTRS. Don't understand why there is an option to link attachments with templates but not with auto responses.

[crythias]

Don't understand why there is an option to link attachments with templates but not with auto responses.

Probably because it's automatic. As in, is it really necessary to attach a 10MB file for every "Thank you for your followup?"

[danny0312]

Don't understand why there is an option to link attachments with templates but not with auto responses.

Probably because it's automatic. As in, is it really necessary to attach a 10MB file for every "Thank you for your followup?"

Once a ticket comes in, I would like to automatically send out an "auto reply on a new ticket". With that auto response, I want to include a 600kb pdf (not 10MB) Don't see how is that a huge deal

[crythias]

Yeah, but as a customer, how many of those pdfs do I actually need in my inbox? Once, sure, but .. If I've sent you 5 ticket requests, I have 3MB from you. I already have the PDF. do I need it again?

http://www.youtube.com/watch?v=Fy3rjQGc6lA

[danny0312]

Yeah, but as a customer, how many of those pdfs do I actually need in my inbox? Once, sure, but .. If I've sent you 5 ticket requests, I have 3MB from you. I already have the PDF. do I need it again?

Actually it makes sense. Thanks for advice. I will look into that.