New ticket via email, reply to end user?

rgrolemund

Hi :)

I have just installed OS ticket (and love it!) on a Linux box. So far I have gotten everything to work, including custom modifications.

When a user creates a new ticket via the web it sends them an email with a link to the ticket. When a user creates a new ticket by emailing helpdesk@mydomain.com the ticket gets created, but they do not get the response with a link to the ticket (like they do with the web ticket). Is this normal or did I miss a setting?

I am also having an issue with using a distribution email. I am using Exchange 2003 at one site, and Exchange 2010 at another - if I email the distribution group from outlook or outside of the company using gmail we all get it. If I use a distribution group in OS Ticket nobody gets it. Any ideas? It would be nice to have all my tech notified when a new ticket comes in. For now i had to created a temp email account that forwards to a distribution group. I use that temp email account as the system email account in OS Ticket.

Appreciate any help from you folks :)

ntozier

Re: new tickets via email:

Admin Panel -> Emails -> click on the ticket email you use.

Under Email Info do you have "Auto Response" checked?

Re: Exchange / Distribution lists

Have you told Exchange to accept connections from your webserver?

Exchange Management Console -> Server Configuration -> Hub Transport -> Receive Connectors if memory serves me correctly.

I personally run Exchange 2007 and use a distribution group for email announcements internally.