Hi
is it possibile to send email notification also to the user who create a ticket or that whote a note a to a ticket?
Thanks for your help
Forcing email notification (Ticket create or new note)
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Re: Forcing email notification (Ticket create or new note)
hi,
assuming that "the user who create a ticket" is the actual customer, the best way to let him/her be informed of the ticket creation is to define an appropriate "Auto Response" and connect it to the queue that your customer will use to create the ticket.
On the other hand if "the user who create a ticket" is an agent who opens a ticket on behalf of a customer, you should be able to let him/her be informed of the ticket creation using an appropriate Ticket Notification set on "NotificationNewTicket" event.
Also, using a Ticket Notification set on "NotificationAddNote" you should be able to trigger a notification to the intended recipients when a note is created.
assuming that "the user who create a ticket" is the actual customer, the best way to let him/her be informed of the ticket creation is to define an appropriate "Auto Response" and connect it to the queue that your customer will use to create the ticket.
On the other hand if "the user who create a ticket" is an agent who opens a ticket on behalf of a customer, you should be able to let him/her be informed of the ticket creation using an appropriate Ticket Notification set on "NotificationNewTicket" event.
Also, using a Ticket Notification set on "NotificationAddNote" you should be able to trigger a notification to the intended recipients when a note is created.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.
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Re: Forcing email notification (Ticket create or new note)
Hi,rovell74 wrote:Hi
is it possibile to send email notification also to the user who create a ticket or that whote a note a to a ticket?
Thanks for your help
Yes this is possible. Check the SysConfig for AgentSelfNotifyOnAction
hth,
Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?