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OTRS 2.1 - Admin Manual
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5.6. Auto answers

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.

Note

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.

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