Hi Charles, On Fri, Feb 28, 2003 at 09:59:39AM -0500, Charles R. Rusty Thompson wrote: > I can't seem to get the auto responders to work in the following manner. Can > someone coach me on how to set this up? > > We have a multi-tier support system as follows: > > Incoming > Tier 1 > Tier 2 > Tier 3 > Critical > > Incoming Web Posts or Emails go into the Incoming Queue. Once reviewed, if > the request is indeed an issue, it is moved into Tier 1. From that point I > would like to have OTRS fire off an email to the sender stating that the > case has been opened and provide the case (ticket) number for tracking > purposes. Afterwards, any incomimg mail for that case should go to Tier 1 > queue automatically as it has been pre-qualified. > > I assumed the auto-response along with the email routing could do this but > it's escaping me how to set it up to work as expected.
"auto-response" means a response to the sender after the email/phone call arrived the system (in your case if the ticket/request is created in "Incoming"). It's not possible to send automatically an email to the sender by move or state update events (this is on the todo list under misc). Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 194 Tage bis zum Gäubodenvolksfest! ;-) _______________________________________________ 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
