> 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
Remove / comment "AutoResponseType" from ArticleCreateAgentTicketPhone
(3.2, around line 1142) and CustomerTicket Message (around line 498.)On Wed, Jul 31, 2013 at 3:00 AM, Olivier Macchioni < [email protected]> wrote: > 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 >
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