Thank you for your answer. This is an option, but it would multiply the number of queues significantly... we already have way too many of them :(
On Jul 30, 2013, at 16:22, <[email protected]> <[email protected]> wrote: > Maybe you can use a different queue for that? With different behavior. > > > > Met vriendelijke groet / Gruß / Best Regards, > Jurjen Verhoeff > _______________________________________ > Please consider the environment before printing this e-mail > > > -----Oorspronkelijk bericht----- > Van: [email protected] [mailto:[email protected]] Namens Olivier > Macchioni > Verzonden: dinsdag 30 juli 2013 16:14 > Aan: User questions and discussions about OTRS. > Onderwerp: [otrs] Auto-Answer for phone and API-generated tickets? > > 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 > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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
