Klaus Bruno
Thu, 26 Jun 2008 23:57:52 -0700
Hi Lars Ignoring out-of-office replays may have another impact. Assume the following: You send a response to the customer to asking her to do some tests and give feedback. You set the state of the ticket to wait three days (pending reminder, or pending auto close+) - if you ignoring the out-of-office replay of the customer, the ticket will be closed or reminded after three days, but she is still in vacation... if you not allow to reopen a closed ticket, she have to open a new ticket after vacation, starting from scratch. - if you allow o-o-o replays,, you will know she is on vacation and you can set the reminder / closing time to wait until she is back. For our needs, to allow o-o-o replays is the better way to get the customer satisfaction. Regards, Bruno -----Original Message----- From: [EMAIL PROTECTED] [EMAIL PROTECTED] On Behalf Of Lars Jørgensen Sent: Thursday, June 26, 2008 4:34 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] How to ignore "Autoreply: I'm on holiday!" Hi. Is there a prescribed way of ignoring these messages from our customers? When we close a ticket, it often gets reopened by their auto-responders. I only want to ignore them if the ticket is actually closed. -- Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/