Hi. My organization is using v1.6 of osticket and we're experiencing difficulties with the Delete ticket auto-responder. I suppose the first question is why would osticket send a notification when a ticket is deleted? The next question would be how can we disable this?
A breakdown of our problem goes like this... we're a public organization which sends sends out pick-up and, let's say, overdue email notices. When these emails go out we often have a number of emails that ping someone's vacation auto-responder, which in turn pings us back and repopulates out open ticket pool. We've trained staff not to close unwanted tickets as that generates system generated emails, while just deleting a ticket would remove the vacation auto-responder without any system generated mail. Not the case.
Thanks in advance for any help.