Hello everyone,
I revert to these forums after banging my head against the wall trying to get OTRS to work like I wanted. I have in the meantime had various issues which I will try to explain as best I can. Firstly I am running OTRS version 3.3.5 + Survey v2.3.2, FAQ v2.3.1 and Support v1.5.4 modules, everything updated to the latest version.
1. <OTRS_TICKET_State> variable does not seem to work in the "Queue Settings --> Auto Responses". I created an "Auto Reply" rule but the ticket state variable is never substituted whilst other variables such as the subject are. I tried the same under "Ticket Settings --> Notifications (Events)" but when I select "TicketStateUpdate" event it also doesn't substitute the variable, only when I select the event "TicketCreate" does it work. Don't know if this is a bug or not.
2. It seems that if I set an Auto Repy in "Queue Settings --> Auto Responses" to invalid, it still sends the e-mail out. To completely disable the sending of the e-mail I have to change it to some other Type. This is a problem because I also can't delete any of the Auto Responses. Is this a bug?
3. When using Google Mail services for both PostMaster Mail Account and Customer email sending, threads exhibit a very strange behaviour. A reply to a ticket from an Agent, as defined in my OTRS installation, will set the subject as "[Ticket # xxxxx] subject text", but even thou the subject line has nothing to do with the original subject (from the customer) which read "subject text", replies from Agents will get threaded under the original e-mail sent from the customer. This as I understand it is Gmail's feature that even thou subjects are different it will thread the e-mails based probably on such headers as "Message-ID", "In-Reply-To", etc. Even thou this is expected it is very annoying if one wants to have the subject always include the ticket number for example, and this will apparently occur if using OTRS under Google Apps services for example, unless the original e-mail is being sent via some other client such as Outlook or others. Now I understand this is a Gmail feature but I was wondering if anyone else experienced this as know of any way in which this can be avoided, may-be by forcing removal of specific headers in the e-mail.
Well I guess for now these are my doubts, any help will be very much apreciated.
Sincerely,
Email subject difficulties (various)
Moderator: crythias