Hi Oliver, This exact feature is available as a configuration option in upcoming OTRS 3.3: https://github.com/OTRS/otrs/pull/53
-- Mike. Op 30 jul. 2013 16:15 schreef "Olivier Macchioni" < [email protected]> het volgende: > Hello dear OTRS user list, > > Our problem is the following: > > If the customer opens a ticket via e-mail, we want to notify him that we > have received his mail and that we are going to process it. > > If the we open a ticket via any other method ("New phone ticket" or using > our company's "My account" website, which internally uses > GenericInterface), we don't have to notify the customer via e-mail that the > ticket has been received. The customer already has a feedback that his > ticket is being processed - sometimes the ticket is closed on the spot, > typically for Phone Tickets. > > "Auto-Answers" allows to automatically send responses to customers on the > occurence of certain events, so it *could* do the trick, except that it > doesn't allow to have a different behavior for the 2 cases above. > > Does anyone know another OTRS feature which could fulfill our need? > > Thank you, > > Olivier > --------------------------------------------------------------------- > 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 >
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