[SOLVED]dont send create email to customer

[rey90]

Hello

is it possible to disable the event notification to customer if the agent created the ticket?

This could be useful if the agent created the ticket after the problem is solved. This will cause a TicketCreate Mail and a Ticket Close mail to the customer in a short timeintervall.

Thanks
Regards
REy90

[jojo]

use auto treply for the new ticket notification. This won't send out a message if the ticket is created in a closed state.

In my opinion no automatic mail should be sent out on ticket close. Use the reply fgunction in a ticket to send out the solution to the customer and close the ticket in the same step

[rey90]

it isn´t possible for me to use the autoresponse function, because i have different email addresses for every queue

[jojo]

than create auto replies for each queue

[rey90]

ok understood. but dont want to send an email to the customer if the ticket is created by the agent. Only if the ticket is created via customer webfrontend

[jojo]

use different queues for this... But if the agent creates the ticket, why the customer should not be informed?

[crythias]

We don't inform users that tickets have been created via phone. Also phone calls don't always have a place to send emails.
To do this, we remove the AutoResponsetype in Modules/AgentTicketPhone:
AutoResponseType => '',

[rey90]

thanks for your help.

@ crythias: could you please post the direct link to this option, i cant find it in sysconfig

[crythias]

direct link to this option, i cant find it in sysconfig

I modified a source file...
otrs/Kernel/Modules/AgentTicketPhone.pm found the line with that word and made the change.

[rey90]

ok thanks. missunderstanding.