Auto-reply when creating article

[pwaring]

I'm using the following code to create a new article on an existing ticket:

Code: Select all

my $article_id = $TicketObject->ArticleCreate(
  TicketID => $ticket_id,
  ArticleType => 'email-external',
  SenderType => 'system',
  From => $first_article{'ToRealname'},
  To => $first_article{'From'},
  Subject => 'Forwarding ticket',
  Body => $nc_output,
  ContentType => 'text/plain; charset=ISO-8859-15',
  HistoryType => 'EmailCustomer',
  HistoryComment => 'Notified customer of ticket forwarding',
  UserID => $self->get_query('UserID'),
  AutoResponseType => 'auto reply',
  OrigHeader => {
    From => $first_article{'ToRealname'},
    To => $first_article{'From'},
    Subject => 'Forwarding ticket',
  },
);

This runs successfully and I can see the new article in the ticket system. However, I also want the content of the article to be sent to the customer who raised the ticket (details in $first_article). Is there another parameter that I've missed, or do I need to call SendAutoResponse separately?

[crythias]

perldoc Email

[pwaring]

I know how to send emails in Perl, but OTRS has its own functionality for sending out replies to tickets to the customer. I'd prefer to have OTRS automatically take care of the reply if possible rather than duplicating the effort in my own code.

[crythias]

:) I apologize for not clarifying that you might choose to use OTRS Kernel/System/Email to send separately.

[crythias]

Look at Kernel/Modules/AgentTicketCompose.pm

Code: Select all

        # send email
        my $ArticleID = $Self->{TicketObject}->ArticleSend(
            ArticleTypeID  => $GetParam{ArticleTypeID},
            SenderType     => 'agent',
            TicketID       => $Self->{TicketID},
            HistoryType    => 'SendAnswer',
            HistoryComment => "\%\%$Recipients",
            From           => $GetParam{From},
            To             => $GetParam{To},
            Cc             => $GetParam{Cc},
            Bcc            => $GetParam{Bcc},
            Subject        => $GetParam{Subject},
            UserID         => $Self->{UserID},
            Body           => $GetParam{Body},
            InReplyTo      => $GetParam{InReplyTo},
            References     => $GetParam{References},
            Charset        => $Self->{LayoutObject}->{UserCharset},
            MimeType       => $MimeType,
            Attachment     => \@AttachmentData,
            %ArticleParam,
        );

[pwaring]

Ah, I need to use ArticleSend instead (which seems to do the same as ArticleCreate except send the email as well). Changing that one call fixed everything. Thanks.