We are having issues with responses not being sent to the customer when a ticket is created via the API
The ticket is being created OK and then the article appears to create
OK. The agents are being notified but nothing is logged in the history
about the customer being notified. The responses are being sent if the
ticket is opened by email but not via the API. The auto response is set
in OTRS to be "auto reply"
The (hopefully) relevant bits of the API call are
$articleid = $soapclient->__soapCall("Dispatch", array($soapuser,
$soappass, "TicketObject", "ArticleCreate",
"TicketID , $ticketid,
"ArticleType", 'email-external',
"SenderType", 'customer',
# agent|system|customer
"From" ,
utf8_encode(ucfirst($custFirstName) . ' ' . ucfirst($custLastName) . '
<' . $custEmail . '>'),
"To" ,
'[email protected]',
"Subject", $ticketSubject,
"Body",
utf8_encode($cleanBody),
"MessageID", $header->message_id,
"ContentType", 'text/plain;
charset=utf-8',
"HistoryType", 'EmailCustomer',
"HistoryComment", 'Automatically Generated via
RMA Web Request',
"UserID", $soapuserid,
"NoAgentNotify", 0,
"AutoResponseType", 'auto reply',
));
OTRS Version 3.0.10
What have we missed?
Thanks
Alastair French
IT Analyst
Aeroflex International Ltd
A Passion for Performance
Tel: +44 (0) 1438 772177
Email: [email protected]
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