notifications in general

[lsaspac]

Hi folks,

I've got a specific question and a general one. I used OTRS 2.4.7, MySQL on a Win2008 server

Specifically: When I use the option Email-Ticket to create a ticket on the agent side of OTRS, it automatically sends an email to the customer. How can I modify or disable this message?

The email is only sent when an agent creates a ticket using Email-Ticket. I'd like to replace it with a Notification(Event) which sends an email regardless of who created the ticket. If i set this up, then the customer receives 2 emails. The email's template is different to anything stored in Auto-responses, Notification & Notification(Event).

General: there's alot of options for automatically generated emails: Auto Responses, Notification & Notification Event. In lamen's terms where should each be utilized? The templates stored under Notification don't seem to be sent at all. I haven't been able to find much info in the documentation.

many thanks

David

[crythias]

Here's what I've found, in about the most basic layman's terms:

If an Agent wants to send a canned message to a Customer regarding a ticket from within TicketZoom, it's a Response.
If a Customer sends something to OTRS, it's an Auto Response [to the customer, usually] to reply to the Customer.
If an Agent (or Generic Agent) does something to a ticket (or a ticket is otherwise updated), it's a Notification (Event).
If an Agent wants to send to other Agents, they send a Notification.

I don't tend to use Email ticket to create tickets. I assume all tickets are Phone Tickets for me, or I forward emails to the ticket system with a #customer tag (Custom PostmasterFilter uses that tag instead of my email address to set the customer).

[lsaspac]

thanks, thats put me back on the right track