Notification when Customer updates the ticket

[vivexmail]

hi,

Just wanted to know the settings, so that the agent will get a notification whenever a customer updates any comments to his/her ticket.

thanks
VIveknath

[crythias]

Agent preferences notifications yes.
also, agent must be owner (or watcher or responsible) if ticket is locked or have queue hilighted in "My Queues" if ticket is unlocked.

[vivexmail]

hi,

I was looking for a Notification event setting, that would email agents whenever customer updated the ticket.

[jojo]

there is no special event for this, just for CreateArticle (will also match if agents update the ticket) and StateUpdate

[vivexmail]

hi Jojo, I wasnt looking for an email when agent updates.

but when customer updates his/her ticket, then it should trigger an email to agents.

[jojo]

this is build in as crythias already wrote

[vivexmail]

is this option in agent settings, I m unable to find it anywhere.

[jojo]

Preferences_-_OTRS.png