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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

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

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?


  • 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...
  • 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.
  • You should probably just edit your templates instead of trying to jury rig the use of a different template.
  • edited January 2017
    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.
  • edited January 2017
    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...
  • 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. 
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