OTRS can send auto answers to customer users. Auto answers are send if
special events happen, e.g. if a new ticket is created in a queue, if a
followup for a ticke is receifed, if a ticket is closed or rejected by the
system. Through the link "Auto answers" the auto answers of the system can
be managed. If you create a auto answer you can select the event that
should trigger the auto answer. The following system events are available
after a default installation.
Table 5-3. Events for auto answers
Name
Description
auto reply
This event is triggered if a new ticket in a queue is created.
auto reply/new ticket
This event is triggered if a already closed ticket with a new
ticketnumber is reopened, e.g. if a customer replyes to such
a ticket.
auto follow up
This event is triggered if a followup for a ticket is received by
the system.
auto reject
This event is triggered if the system rejects a ticket
automatically.
auto remove
This event is triggered if a ticket is removed by the system.
The subjectline and the text of auto answers can also be dynamicly generated
by variables, like for signatures or salutations. If you insert the
variable <OTRS_CUSTOMER_EMAIL[5]> for example into the body of the
autoanswer, the first 5 lines of the customer mailtext is inserted into the
auto answer. See the lower part of the auto answer screen for more details
about the variables that can be used.
To keep the consistency of the data for OTRS it is not possible to delete a
auto answer. To deactivate a auto answer set it to
"invalid" or "invalid-temporarily".
To add an auto answer to a queue follow the "Auto Answer <-> Queues"
link in the admin area. All system events are listed for every queue and a
auto answer with the same event can be selected or removed via a listbox.
