How to send notification to customer?!

[askvicky]

How to send notification to customer when there is a new article in the ticket thread??????

ArticeCreate, Update , Send doesnt work !

[reneeb]

You should provide more information:

* What do you want to achieve?
* What did you try so far?
* For which articles should the notification be sent? (For all new articles? For specific ones?)
* OTRS version?

[askvicky]

1) when a new Article is added into the ticket thread, send a notification to customer EG. Your ticket has been updated.

2) I try setting notification event with articlecreate, articleupdate and articlesend. it doesnt work like what it meant
Articlecreate work in such way that a new ticket is created it send notification to the customer....which is not what i wanted.



3)For "customer – email-external" in-coming message it should send out the notification.


4) otrs 3.3.8

[askvicky]

sry but anyone has any idea

https://otrsteam.ideascale.com/a/dtd/76570-10369

what grayheart19 is talking about?

[jojo]

use the Reply functionality to send out emails to the customer

[askvicky]

use the Reply functionality to send out emails to the customer

I want to achieve sending the notification in such way that i dont need to click the reply to send out message to customer.


Such as any new article in the ticket thread will automatically send out a notification to the customer.

is it possible to do so ?

[crythias]

Yes, it's possible. The point is that replies do all of that: log plus send.