Agent: Send Status Mail - not as a reply?

[shostakovich]

Hi,

our workflow demands to send an e-mail about the ticket state to the customer and a system responsible person. "Helly XY, Ticket Numberis this, State is this, it's currently being worked on by YZ".
OK, OTRS can handle mails to customers, but AFAICS only as a reply to the currently selected ticket element. So if an internal note is currently chosen, this note will be attached to the mail. Let's say leaking internal notes to customers is not wanted: The Agent does have to delete the text.

Is there a way to have OTRS send plain new E-Mails without linkage to anything?

TIA
Michael

[[ST]]

Hi shostakovich,

you can configure the contet of the automatic replys.

Stephan

[nandozzi]

I have used automatic event notification to do it. You can definy when send the email and the text inside it.
If you need further support, i am here.

[shostakovich]

Thanks for your replies, guys.. I'll keep the thread in mind an may come back to it.
Best regards, Michael.