Hi LQ,
thank you for your response. I took the Auto Response <-> Queue option,
in the Auto Reponse Managment I created my message, then set the *Type:
*to "auto reject". But right now I'm a little frustrated as it doesn't
work out as supposed to.
In the queue management I set the Follow Up option to "reject" ...
Any idea?
Julian
On 16/08/2010 15:45, LQ Marshall wrote:
On 20100816 at 06:26 AM Julian Junge typed...
> option a.) When a mail is send to a closed ticket, the mail bounces,
and the sender receives a notification that his case is closed and he
please removes the ticket number from the subject and sends that mail
again.
You could create a reply directing the user what he/she needs to do.
In this case ADMIN | QUEUE | Select Queue then click CHANGE button |
Modify Follow-Up Option to reject.
Create/Modify appropriate Auto-Queue response to respond with the
appropriate verbiage.
On 20100816 at 06:26 AM Julian Junge typed...
>option b.) The mail does not bounce but a new case is created and
OTRS replaces the ticket number in the subject.
Configure the Follow-up option for the queue - ADMIN | QUEUE | Select
Queue then click CHANGE button | Modify Follow-Up Option to New Ticket
Create/Modify appropriate Auto-Response<-->Queue responder to respond
with a message indicating the ticket has been opened under a new ticket.
I think there are default auto-responses available when you initially
configure these options, but customizing the auto-responder is IMO a
highly recommended step.
--
*
Julian
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