autoresponder not sent on reply to existing ticket

atDev · **autoresponder not sent on reply to existing ticket -** 08-09-2008, 10:42 PM

The autoresponder works if sending a ticket via email.

But if the user replies to that auto responder (ticket ID still in subject) they never get a autoresponder from this?

Checked the loopcutter and its not getting blocked there.

John Haugeland · 08-09-2008, 11:57 PM

This is normal helpdesk behavior, and how things have always worked. Autoresponders have always only gone out to the first message in a message chain.

pkreil · 06:59 AM

You can create a new parser rule to generate an autoresponder for already existing tickets.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Ability to add a reply on behalf of a client to an existing ticket	Jamie Edwards	Tickets	8	29-09-2008 03:06 PM
New Build: 3.10.02 STABLE	Ryan Lederman	News and Announcements	0	05-03-2007 08:53 PM

atDev Offline Member Posts: 108 Join Date: Jan 2007	autoresponder not sent on reply to existing ticket - 08-09-2008, 10:42 PM The autoresponder works if sending a ticket via email. But if the user replies to that auto responder (ticket ID still in subject) they never get a autoresponder from this? Checked the loopcutter and its not getting blocked there.

John Haugeland Offline Member Posts: 1,223 Join Date: Dec 2007 Location: Boise, Idaho	08-09-2008, 11:57 PM This is normal helpdesk behavior, and how things have always worked. Autoresponders have always only gone out to the first message in a message chain. John used to be a Kayako developer

pkreil Offline Member Posts: 96 Join Date: Feb 2008	09-09-2008, 06:58 AM You can create a new parser rule to generate an autoresponder for already existing tickets. pbk hosting - serving your business pbk solutions - it-solutions for your business Last edited by pkreil; 09-09-2008 at 06:59 AM.