Hi.
I seem to be missing something.
there is no "on correspond auto-reply to requester" script that i can
see, Only the script i laid out earlier.
If i disable the following script, it fixes the issues but also disables
my aupo-reply on create.
The script is laid out as follows with the code added that i had been
given earlier in this thread.
Condition: "user defined", with the following code in the "custom
condition" box.
($self->TransactionObj->Type || '') eq 'Create'
&&
($self->TicketObj->Status || '') ne 'resolved'
&&
(($self->TicketObj->QueueObj->Name || '') ne 'SafeSentryPro') ||
(($self->TicketObj->QueueObj->Name || '') ne
'Security-Appliance-Review-Logs')
Action: "autoReply To Requesters".
Template: "AutoReply"
Any help is appreciated.
On 12/23/2015 1:16 PM, Matt Zagrabelny wrote:
On Wed, Dec 23, 2015 at 12:13 PM, norman <li...@thekingstech.com> wrote:
Hi.
Thanks for the help.
However, that has not really fixed the issue.
The way the system should work is that if an email comes in and a ticket
is opened the requester should get an auto response.
Yep. That is "On Create". Don't disable that scrip.
They should not get
another response if they reply to that ticket.
At this point if you reply to the ticket it is triggering an auto
response.
Yep. That is "On Correspond". Disable that scrip.
-m
