How to disable phone ticket customer notification

[cipo80]

Hi guys,

We are using OTRS on IT dept. since 2011 with satisfaction, thank you to all developers for this great work!
Yesterday i've implemented another OTRS installation to our Technical services dept, the office boss ask me to disable the customers email notifications after new phone ticket creation, but keep it for email tickets.
After a search i found this setting: http://doc.otrs.org/3.3/en/html/Ticket. ... WebTickets
Core::PostMaster AutoResponseForWebTickets i've set to NO, but nothing change..


Thanks for any help!


Giacomo

[cipo80]

Thank you chrythias, i Willy try in Monday! Is it a bug of the autoresponseforwebtickets setting?

Ha ve a nice w.end!

[cipo80]

the office boss ask me to disable the customers email notifications after new phone ticket creation

Edit otrs/Kernel/Modules/AgentTicketPhone.pm
Find AutoResponseType and comment (#) that out.

Hi crythias,

I've try to comment the line with # but after that, if i logged out and try to login again apache give me an error and if i try to reboot the server apache doesn't start..

[cipo80]

Then I've remove the comment in the line and the login page come back, but now i'm at the starting point!

[reneeb]

Is it a bug of the autoresponseforwebtickets setting?

No. There is no reason that webtickets should affect phone tickets. As you will see when you comment that entry, it is hard coded with no possibility for override by configuration.

In OTRS 3.3 the line(s) look like

Code: Select all

            AutoResponseType => ( $Self->{ConfigObject}->Get('AutoResponseForWebTickets') )
            ? 'auto reply'
            : ''

So the SysConfig setting should work!

[crythias]

In OTRS 3.3 the line(s) look like
CODE: SELECT ALL
            AutoResponseType => ( $Self->{ConfigObject}->Get('AutoResponseForWebTickets') )
            ? 'auto reply'
            : ''
So the SysConfig setting should work!

You're absolutely correct, and I was looking at 3.2 and below.

AutoResponseForWebTickets should exactly apply, though I'm not sure why it was an issue for this post.

I didn't review this closer. I made a bad assumption. I'm sorry.

[cipo80]

Is it a bug of the autoresponseforwebtickets setting?

No. There is no reason that webtickets should affect phone tickets. As you will see when you comment that entry, it is hard coded with no possibility for override by configuration.

In OTRS 3.3 the line(s) look like

Code: Select all

            AutoResponseType => ( $Self->{ConfigObject}->Get('AutoResponseForWebTickets') )
            ? 'auto reply'
            : ''

So the SysConfig setting should work!

Hi reneeb,

Thank you for the reply, is it working in your enviroment this setting?

Have a nice day

[reneeb]

Thank you for the reply, is it working in your enviroment this setting?

Yes, it works (OTRS 3.3.0 beta4) Do you have any GenericAgents running?

[cipo80]

Thank you for the reply, is it working in your enviroment this setting?

Yes, it works (OTRS 3.3.0 beta4) Do you have any GenericAgents running?

Do you have the customer notification working for the email tickets nad not for the phone tickets?
I've check, i don't have any GenericAgents running..

[reneeb]

For email tickets the customer gets the email and for phone tickets the customer gets nothing...

[cipo80]

For email tickets the customer gets the email and for phone tickets the customer gets nothing...

Thanks reneeb, probably it's a bug of the 3.3.1 version and this bug isn't present in your 3.0.0b4
Now i'm trying to download your version and makes some tests..