Nils is correct. You need to go to Admin>Auto Responses, create new Auto Response. The type should be "auto reply" although I am not clear what the difference between "auto reply" and "auto reply/new ticket" is. Mine set as type "auto reply" and the users are sent an email whenever they submit a new ticket. That auto-response then needs to be tied to a queue.
It gets a little trickier when you want to notify the user that the ticket has been closed or owner updated. That's actually under Admin>Notifications. You will also want to configure agent notifications upon ticket creation, and ticket update. Sincerely, Mike -- Sacramento, CA -----Original Message----- From: Nils Leideck [mailto:nils.leid...@leidex.net] Sent: Thursday, March 08, 2012 6:21 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't figure how to auto reply Hi Chris, you are on the right list. Immediate Support is provided by OTRS Group emailing to en...@otrs.com 1. Define a new auto-response of type "auto-reply"(or modify an existing one). 2. Assign the auto-response to a queue where you want to have the customers notified about new tickets. If this doesn't work there are something wrong which is probably not OTRS related. 1. Look into the history of the created ticket if you can find the log about the outgoing notification. 2. Look into your mailserver logs to find out where it gets transferred. On 09.03.2012, at 11:48, Chris Arnold wrote: > On Mar 8, 2012, at 6:14 PM, Chris Arnold <carn...@electrichendrix.com> wrote: > >> On Mar 8, 2012, at 4:22 PM, Chris Arnold <carn...@electrichendrix.com> wrote: >> >>> New to the list. Brand new install of 3.1.2. I am trying to get a responses >>> when a customer either sends an email or they login and create a new >>> ticket. I am trying to get otrs to send the customer a response to there >>> email. I have tried responses<->queues, auto responses<->queues and >>> notifications event. The empty answer is associated with the support queue. >>> The auto responses<->queues has entries associated with the support queue. >>> What is the correct way to config this? > >> I also have smtp setup in sysconfig::sendmail > > This is the otrs mailing list where users of otrs help other users of otrs, > right? Or am I on the wrong list? Cheers, Nils -- http://webint.cryptonode.de / a Fractal project DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation. --------------------------------------------------------------------- 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
