Notification in a new ticket for a customer

Moderator: crythias

Post Reply
OTRS newbie
Posts: 2
Joined: 06 May 2016, 17:55
OTRS Version?: 5.0.9
Real Name: Ezequiel
Company: Grupo SPEC

Notification in a new ticket for a customer

Post by ecatoira » 06 May 2016, 20:46


I create a test ticket but the auto send notification for the customers doesn't work. I spect that the notification works like an auto response when the customers create new tickes in the application.

-What parameter I have to change?
-What could be wrong in my configuration?
-Is there any chance that the email account is wrong in someway?

Well, I hope anyone has the answer to this problem.

Thanks a lot.

Giulio Soleni
OTRS superhero
Posts: 392
Joined: 30 Dec 2010, 14:35
OTRS Version?: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: Notification in a new ticket for a customer

Post by Giulio Soleni » 07 May 2016, 20:09

did you link any auto response of type "auto reply" to your queues?
Auto Responses.PNG
If you have done it but your customers still do not receive any notification, there might be some e-mail issue on your side (look at the ticket history, at OTRS log and eventually at your mail server log) but also on your customer side.
You do not have the required permissions to view the files attached to this post.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

Post Reply