Auto responses are about responding to incoming messages. I guess the Status change (preference) option for the queue, also sending a notification on Close is not good for you?
It maybe possible, but I;m afraid it means you have to do some modifications yourself. Tried asking on the dev list? Why not use a Response (Close) that has the resolution and set status to closed from there. With ACL you probably can force some kind of workflow. Another option is perhaps to have/put tickets in pending auto close state, and then have a GenericAgent picking them up and process to Close (with a Note as close text). Or.... use (with ACL) a CLOSE queue, where only there cases can be closed. And customers receive state change notification. Sorry not to be much of help ;-) gr, Frans > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > James Burk > Sent: donderdag 2 april 2009 22:59 > To: Leonardo Certuche; User questions and discussions about OTRS. > Subject: Re: [otrs] Auto Responses > > Thank you Leonardo, that was somewhat helpful, but my problem is with > Auto Responses to Queues not Notifications. When defining an Auto > Response I have to assign a Type. There is no Type for ticket closure > at: /indexpl?Action=AdminAutoResponse. > I would like to add the event ticket closure as one of the triggers for > an auto response. > > Best regards, > > Jim > > >>> Leonardo Certuche <[email protected]> 4/2/2009 12:56 > PM >>> > Have you tried index.pl?Action=AdminNotification ? There you'll find a > template per language to notify on every state update to the customer, > that > way you not only notify him once resolved but at every stage of the > ticket > lifetime. > > On Thu, Apr 2, 2009 at 9:50 AM, James Burk <[email protected]> > wrote: > > > I have a requirement to send an Auto Response when the ticket is > resolved/ > > The default Types of Auto Responses do not include any resolution > type > > Does anyone know how to add Auto Response Types? > > > > Best regards, > > > > Jim > > > > > > --------------------------------------------------------------------- > -------- > > E-Mail correspondence to and from this sender may be subject to the > > North Carolina Public Records Law, and may be disclosed to third > parties. > > > > --------------------------------------------------------------------- > --------- > > > > --------------------------------------------------------------------- > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > ----------------------------------------------------------------------- > ------ > E-Mail correspondence to and from this sender may be subject to the > North Carolina Public Records Law, and may be disclosed to third > parties. > ----------------------------------------------------------------------- > ------- > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
