Hi,

I am trying to set an auto-reply mechanism to reply with a canned response if the user's email/ticket contains a specific wording.

I can't find a way to do this, and the ticket filter for 'attach canned reply' does not send the reply to the user, it just attaches it to the ticket.

Also the 'Send email' option does not help, as you need to specify recipient there.

Is there any other way to do this?

Thanks in advance!

@stavriani_esp

Try the "Attach Canned Response" action again but add this code first:

include/class.filter_action.php line 270

$vars['cannedResponseId'] = $ticket['cannedResponseId'] = $config['canned_id'];

If this addresses the issue then I will push it to upstream.

Cheers.

    KevinTheJedi

    Thanks for your reply!

    We tried to edit the code as you suggested. Are you sure the correct line is '270'?

    The relevant class for the 'CannedResponse' seems to be in line 247.

    Please check screenshot too:

      Maybe you are running a different version than he is?
      (that would explain the lines discrepancy)

      @stavriani_esp

      I think @ntozier is right in that you might be running a different version than me, hence the line differences. Yes, change line 246 from:

      $ticket['cannedResponseId'] = $config['canned_id'];

      TO

      $vars['cannedResponseId'] = $ticket['cannedResponseId'] = $config['canned_id'];

      Let me know if this resolves the issue. Cheers.

        KevinTheJedi @ntozier

        Thank you both for your comments!

        Unfortunately, the issue is not addressed by editing the line. The system keeps attaching the canned response in the ticket but does not send the canned response to the user.

        Version: 1.10.4

          @stavriani_esp

          I just tried to replicate this in my local 1.10.4 and could not replicate this issue at all. The canned response is attached to the New Ticket Alert. See the image below:

          (the canned response content was "testing" and an image...it attached both to the alert)

          This worked correctly without any code modifications, so I'm not sure what your issue is..? Any related errors via Apache/PHP error logs, browser console, osTicket logs?

          Cheers.

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