sorry. The paths are Kernel/Modules/ArticleCreateTicketPhone.pm and Kernel/Modules/CustomerTicketMessage.pm
On Wed, Jul 31, 2013 at 7:31 AM, Gerald Young <[email protected]> wrote: > > 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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