Auto reply for tickets on closed state

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drodralv
Znuny advanced
Posts: 102
Joined: 26 Jul 2019, 08:25
Znuny Version: 5.0.28

Auto reply for tickets on closed state

Post by drodralv »

Hello guys!

I could not find anywhere details about what exactly auto reject type of auto responses is working.

My idea is to send an automatic reply to the reply emails to an already closed ticket.

What i have set for now is the option of NotificationFollowUp email sent to the Customer of the ticket when the state of the ticket is Closed (succ or unsucc). That is working fine, however would be good to know if it is possible to reply to the sender´s email instead of the ticket's customer, in case the sender is not the customer.

I was testing the auto reject option with no success, i don´t get the point how that is working. I applied the relation between that auto response and some queues for the test, but no email is delivered as auto reply. How that works? the ticket needs to be rejected or something?

I see the option of autoreply create ticket as autoresponse, but i dont want a ticket to be open automatically.

My OTRS for now is 5.0.38 , pending to be upgraded.

Thank you in advance!
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