How to enable the "new ticket auto-reply" email template

[deleted]

I am using the default template set. In the Ticket End-User Email Templates there are two templates for new tickets. The default template is New Ticket Auto-response which is the auto response end-users are receiving now. I would like to use the other template named New Ticket Auto-reply but the instructions are unclear: "Canned Auto-reply sent to user on new ticket, based on filter matches. Overwrites "normal" auto-response."What type of filter needs to be created for the auto-reply to overwrite the auto-response?

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.You should probably start with: Version of osTicket?Reason/Logic that you are trying to use a different template than the one intended for use, and why you do not just copy the content of the template from New Ticket Auto-Reply to New Ticket Auto-response...

[deleted]

My apologies, I thought my version number would be assumed because there are different sections of the forum for different versions.I am using v1.10.The primary reason I would like to use the Auto-reply template is because it contains the ticket subject in the email header and body. I have users that submit multiple tickets at a time and the Auto-response template does not make it clear which ticket the response is for because it only contains a ticket number.Is it intended that agents copy the Auto-reply template contents to the Auto-response template? I am glad to do that if it is not possible to have the overwrite happen with filters.

ntozier

You should probably just edit your templates instead of trying to jury rig the use of a different template.

[deleted]

I am not trying to jury rig anything. I am trying to use the template for the reason it exists as stated in it's description:"Canned Auto-reply sent to user on new ticket, based on filter matches. Overwrites "normal" auto-response."I am asking what is the proper filter configuration that will trigger the overwrite.

ntozier

There is no "proper filter configuration". Filters are used to perform actions and filter tickets. You need something to act on to write a filter. The reasons for this are many and varied and depend on what you want the filter to do (other than use a separate template entry).I'm saying that if you want to use a that message as your primary response method then the best way to do that is to copy the entry as I specified. There is no sense adding over head and processing time to run and make filters for no reason...

[deleted]

I agree that there is no need to add overhead and I have updated my templates so the Auto-response sends the message I want.The issue remains that I do not understand how to use this feature, regardless of the reason for using it. The functionality presumably exists. I understand how filters work but there are no filter actions to trigger the Auto-reply template as you can see in the attached screenshot. I have explored all of the options under the Communication section and none of them let you choose a template as an action for a filter. The "Attach Canned Response" option is for canned responses defined in the knowledge base and the "Send an Email" option will only let you compose a new custom email.

someITguy

[deleted]
Hey marm0lade. Wondering if you ever made any progress on this? I'm currently trying to do something similar. I'd like to have a template for tickets submitted by email and a separate one for tickets submitted on the portal. Seems like the filters need to be used but I can't seem to find anything useful haha.

daw3b

someITguy Any chance you made it? I'm trying the same