Hi all,
I faced the same problem and after many search the only thing I understand is that support never provides full information about this.
I really frustrated to discover this, many user ask information about
"New Ticket Auto-reply (Canned Auto-reply sent to user on new ticket, based on filter matches. Overwrites "normal" auto-response)" under "Email Templates"
and now I find out by myself how it works.
Also many user asks information about automatic canned response under filter section and ask why this not works.
I discovered by myself that this 2 questions are related.
Why support never be exhaustive in the previous posts and do not help us about this 2 questions?
Nevermind, above what I understand.
I'm using the OsTicket v1.14.2 (cba6035)
Setup a new template with all my customization.
Setup the "New ticket Auto-respose" alias the standard reply when a ticket was opened.
Setup the "New Ticket Auto-reply" alias the reply sent to a user if a specific filter sent a canned response.
I setup a Filter ( Manage - Filter ) to match a domain ( like gmail.com) and in the action I used "attach canned response".
This canned response use the "New Ticket Auto-reply" template to send the mail.
Since I not correctly setup this "New Ticket Auto-reply" the canned response not works in filter section and no error will be logged. Please pay attention in "New Ticket Auto-reply" to the variable used %message are not allowed and if used cause the error ( not sent the canned response ), now I changed it in %response and my automatic canned response managed by filter start working.
I hope this can be helpfull.