RE: [otrs] New ticket notification

[Tyler Hepworth]

Title: Message

Next question.  New ticket being created how?  Auto-responses only go out to new tickets being created via email.  Also check that your auto-response is associated with the proper queue.  It has to be associated with the queue that receives the initial ticket from the system.  Once a ticket has been created, moving it around to different queues (even if it has state new) will not trigger additional auto-responses.  Not sure what else to say.  It should work just fine according to your description of how you set it up.   Tyler -----Original Message----- From: Nic Laschinger [mailto:[EMAIL PROTECTED] Sent: Wednesday, May 19, 2004 1:16 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] New ticket notification Hi all,   Sorry I should have been more specific.   The auto-responses that go out to the user. I have checked the auto-responses, and auto-responses <-> queue, there is a response called default reply which is associated with the queue and is set to auto-reply.   The agent notifications work great, and user notifications of state changes (the only one I set on) works too.   Cheers Nic   From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tyler Hepworth Sent: Tuesday, May 18, 2004 5:56 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] New ticket notification   Which notification are you talking about?  Auto-reply to customer that sends in an email?  Notification to agents of new tickets in the queue?   If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue.   If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent.   hth,   Tyler Hepworth -----Original Message----- From: Nic Laschinger [mailto:[EMAIL PROTECTED] Sent: Tuesday, May 18, 2004 7:54 AM To: [EMAIL PROTECTED] Subject: [otrs] New ticket notification Hi,   Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily.   What have I missed?   Cheers Nic

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