OTRS 6 / auto reply & auto reply/new ticket

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StefanK
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Posts: 4
Joined: 04 Jul 2018, 18:22
Znuny Version: 5 & 6

OTRS 6 / auto reply & auto reply/new ticket

Post by StefanK »

Hi there,

I have some trouble with the auto reply feature:

There are two auto replies configured, one as auto reply and one as auto reply/new ticket.
The receiving queue has both configured.

When a new mail arrives - which creates a new ticket, the one defined in auto reply is send out; never the auto reply/new ticket - which in my understanding should be the one to be sent out.

Any help here? Why is the auto reply/new ticket never used?

Stefan K
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Re: OTRS 6 / auto reply & auto reply/new ticket

Post by reneeb »

the auto reply/new ticket is used when a customer sends a reply to an already closed ticket and the queue has defined that such emails do not re-open the ticket but create a new ticket.
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StefanK
Znuny newbie
Posts: 4
Joined: 04 Jul 2018, 18:22
Znuny Version: 5 & 6

Re: OTRS 6 / auto reply & auto reply/new ticket

Post by StefanK »

Thanks for the info. All working :-)
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