Auto replies on resolved/close tickets

[shalini44]

Hello,

I am looking to send auto-replies on email that either resolved or closed. I tried the solution discussed in the thread

Auto Reply Email for Closed and Resolved Incidents

However, the event discussed in the above thread is not sending the auto reply that I have set up.

gs.eventQueue("ticket.closed.autoreply", current, email.origemail, '');

The auto reply is set up as:

Any suggestions, help would be greatly appreciated.

Thanks,

Shalini

[Mike Allen · Accepted solution]

That is interesting.   Mine worked set up that way.   Check your event log, make sure that parm 1 is actually capturing the email of the sender.   You may have to check send to event creator to have it work, though.

[shalini44]

I also checked the 'Send to event creator' and that seemed to work.

Thank you so much for your time and expertise Mike!

I'll do some testing around this.

Best Regards,

Shalini

[Mike Allen]

Thank you.. make sure you hit correct answer so that this thread can help the next person who comes along.

[etobia]

Hello Mike,

This was a very helpful thread. I was able to get this working. The only thing i need to do now is to prevent the comments getting added to the ticket once in a closed state. What is best practice? Ideally, once the auto reply email get sent to user, the comments gets ignored.

Thanks in advance.