(SOLVED) Why are notifications sending from a phone ticket?

[morecw]

Hi all,

I activated an auto-response on my queues this week. Type = auto reply. But the problem is it's sending out to customers when a phone ticket is created.

I thought it was only to an email ticket that this gets sent out??

I'm referring to of course to the notification of a new ticket. All other events post this are ok

[reneeb]

Why? Because it is said in the code:

(<OTRS_HOME>/Kernel/Modules/AgentTicketPhone.pm)

Code: Select all

        my $ArticleID = $Self->{TicketObject}->ArticleCreate(
            NoAgentNotify    => $NoAgentNotify,
            TicketID         => $TicketID,
            ArticleType      => $Self->{Config}->{ArticleType},
            SenderType       => $Self->{Config}->{SenderType},
            From             => $GetParam{From},
            To               => $To,
            Subject          => $GetParam{Subject},
            Body             => $GetParam{Body},
            MimeType         => $MimeType,
            Charset          => $Self->{LayoutObject}->{UserCharset},
            UserID           => $Self->{UserID},
            HistoryType      => $Self->{Config}->{HistoryType},
            HistoryComment   => $Self->{Config}->{HistoryComment} || '%%',
            AutoResponseType => 'auto reply',
            OrigHeader       => {
                From    => $GetParam{From},
                To      => $GetParam{To},
                Subject => $GetParam{Subject},
                Body    => $Self->{LayoutObject}->RichText2Ascii( String => $GetParam{Body} ),

            },
            Queue => $Self->{QueueObject}->QueueLookup( QueueID => $NewQueueID ),
        );

You see the "AutoResponseType"? If you want to disable that you should comment this line:

Code: Select all

#            AutoResponseType => 'auto reply',

[morecw]

Ok good. I'm not sure how I came to the conclusion that phone tickets don't send emails on ticket creation..

I would simply like to use the telephone and email ticket buttons as a choice between "send customer a notification that the ticket has been created, or not".

I assume the owner and responsible will still get notification?

[reneeb]

not necessarily. When an owner is set, no agent notifications are sent (but this has nothing to do with the AutoResponseType)

From the code (AgentTicketPhone.pm):

Code: Select all

        # check if new owner is given (then send no agent notify)
        my $NoAgentNotify = 0;
        if ( $GetParam{NewUserID} ) {
            $NoAgentNotify = 1;
        }

[rey90]

try to change the line

Code: Select all

AutoResponseType => 'autoreply',
 in
Kernel/Modules/AgentTicketPhone.pm
to:
   AutoResponseType => '',

waiting for your feedback. thx

[morecw]

I will get back to you in a couple of hours. I have to prepare a vm so I don't annoy the live system users anymore! thanks

[crythias]

try to change the line

Code: Select all

AutoResponseType => 'autoreply',
 in
Kernel/Modules/AgentTicketPhone.pm
to:
   AutoResponseType => '',

waiting for your feedback. thx

I make this change on every update for this reason. It works perfectly.

[reneeb]

you should file a bug It's easy to make it configurable...

[ferrosti]

One should go Renee´s way. In my case this is wanted for internal customers (IT-OTRS as Helpdesk), since we want Users to have Tickets, as well as Ticket Numbers they can reply to.

[morecw]

ok so that worked!! Thanks very much

[morecw]

oh nooo! So I've got the phone ticket working how I want. But now I find that the email ticket isn't using the 'AutoResponseType => 'auto reply',

I was really hoping it would compose a ticket the same way the phone ticket does except it sends the notification to the customer using the "auto reply" which I have already prepared. As a company it makes sense to us to use the same standard "new ticket" notification when a) customer uses Customer.pl b) Emails OTRS c) Agent creates a ticket via Email Ticket. But of course Phone Ticket remains without a customer notification.

So is possible to add "AutoResponseType => 'auto reply'," somewhere in AgentTicketEmail.pm to get this working?

p.s As my initial problem is now solved I will make another post for this.

[morecw]

New post to discuss Email Ticket problem, here viewtopic.php?f=62&t=17985