Auto-reply, Auto-responder, Auto-response

[kitchin]

How do you set it up? Easy question, but I have searched the kb, the wiki and the forums. Keywords:
Auto-reply, Auto-responder, Auto-response
Autoreply, Autoresponder, Autoresponse

That's a lot of searching, 6 terms in 3 help systems. Little help?

I want to make sure it's not set up by default so we don't make a spam machine here. Thanks.... :rolleyes:

[kitchin]

I found it:
my groups / configure / New Ticket Auto-Response

Well at least all the keywords are in one place now.

[magicgirl]

Hi,

Do you know where to find the auto reply settings in Cerb3.x?

Thanks

[jstanden]

Do you know where to find the auto reply settings in Cerb3.x?

Hi MagicGirl!

The Cerb3 forums are over at: http://forum.cerberusweb.com/

You can configure the auto-response from the mailbox area in Cerb3. Configuration->Email->Mailboxes.

<subliminal>Upgrade to Cerb4!</subliminal>

[cdavis]

Is there a way to exclude email addresses from receiving the new ticket auto-response?

[Hildy]

Not via config, no. It could be done in the code if you wanted to. Let me know if you want to and I can hunt down the proper place for you.

[cdavis]

Yes, I would appreciate it. I get some automated email that needs dealt with as a ticket and don't want to respond to those addresses.

[Hildy]

Is there a way to exclude email addresses from receiving the new ticket auto-response?
cerb4/api/app/Parser.php, line 671:
if (!isset($options['no_autoreply'])
&& $autoreply_enabled
&& !empty($autoreply)
&& $enumSpamTraining != CerberusTicketSpamTraining::SPAM
&& (empty($importNew) && empty($importAppend))) {
CerberusMail::sendTicketMessage(...);
}


You want to wrap that in another if() (or add another clause to the existing if()) to check the address. $fromAddressId should be available from earlier in the function, and you can just check if it matches the id of one of the addresses you don't want to send to.

[cdavis]

cerb4/api/app/Parser.php, line 671:
if (!isset($options['no_autoreply'])
&& $autoreply_enabled
&& !empty($autoreply)
&& $enumSpamTraining != CerberusTicketSpamTraining::SPAM
&& (empty($importNew) && empty($importAppend))) {
CerberusMail::sendTicketMessage(...);
}


You want to wrap that in another if() (or add another clause to the existing if()) to check the address. $fromAddressId should be available from earlier in the function, and you can just check if it matches the id of one of the addresses you don't want to send to.

Would there be a similar fix for the automatic responses when a ticket gets closed via the close button?

[Hildy]

Sure... look in cerb4/plugins/cerberusweb.core/listeners.classes.php, ChCoreEventListener::_handleTicketClosed().

You'd have to pull some more information out of the $ticket object: $ticket->getRequesters() will give you an array of Model_Address objects, which will have 'id' and 'email' properties you can check.