Thx for your quick response but this is not exactly what I want, Because this way customers can’t send follow up messages.
I want the follow: Send start ticket with webform. Get automaticly a reply with ticket number and autoresponse message. Customers can reply :D But they can also do the following: Send start ticket directly to our supportbox (Bypassing the webform) This is not what we want, they need an message that they have to start an ticket with the webform. Any input? Regards, Teun Ouwehand Van: [email protected] [mailto:[email protected]] Namens Guillaume Rehm Verzonden: Monday, March 08, 2010 6:51 PM Aan: User questions and discussions about OTRS. CC: IPCO_MAIL Onderwerp: Re: [otrs] No Ticket in Autoanswer from specific queue Hi, Look at SysConfig PostMaster::PreFilterModule###3-NewTicketReject: (Block all incoming emails without valid ticket number in subject with From: @example.com address.) I never set up but I think it's you want. Regards, Le 08/03/2010 17:06, Teun Ouwehand a écrit : I’ve created a webform wich send an mail with OTRS-headers to our supportbox. In the OTRS-Header we add an specific queue. The ticket will be created in the queue. So far so good. If you mail from your own mailclient to the support mail, we want an autoresponse with an link to our webform without a ticket number in the subject. The ticket needs to be closed after that. But when a ticket is created true the webform, people do need to be able to react from there mailcient, the ticket number should be in the subject. I couldn’t find this in the documentation, and I don’t know if it’s possible. Thanks, Teun Ouwehand. --------------------------------------------------------------------- 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: [email protected]<mailto:[email protected]> web: http://www.bnu.fr
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