Does the queue in which the article is created have an auto reply? On Thu, Sep 6, 2012 at 10:36 AM, French, Alastair < [email protected]> wrote:
> 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]
> http://www.aeroflex.com ****
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