Ticket email notification in AgentTicketZoom view

[rjbgaspar]

Hello everyone.

I am using OTRS 6 (6.0.28), fresh installed on Ubuntu 20.04 LTS Stretch with MariaDB.

I encountered several problems along the way, but managed to overcome them. (mainly because Table named 'groups' is a reserved keyword as of Mysql 8.0.2+)

At this moment I have set up an email address to collect tickets and set up SMTP connection.

I registered the agent in the desired queues and notifications are working.

However, I don't understand why the notification is appearing in the ticket viewing area (AgentTicketZoom) as shown in the attached image.

Ticket email notification.png

I just want the agent to be notified, not the notification to be delivered on the ticket.

I am using the standard “Ticket create notification” without changes.

Thanks in advance.

[root]

Hi,

Are you sure that this is an agent notification and not the auto response to the customer?

- Roy

[rjbgaspar]

Hi Roy and thanks for the reply,

The notification was not send by the standard “Ticket create notification” but from a new notification which I called “SPE :: Ticket create notification (customer)” where I set the recipient to “Customer user of the ticket”.

So if I just want to create a reply back to customer saying that the ticket was successfully create. How can I achieve it?

This is my configuration.

Ticket customer notification.png

Once again thanks for your support.

[root]

So if I just want to create a reply back to customer saying that the ticket was successfully create. How can I achieve it?

Hi,
Exactly like you did it (or with auto-responses). As long as it's a notification to a 3rd party that can't be identified as an agent by the notification settings it's visible as an article. By design and not changeable.

- Roy

[rjbgaspar]

Hello Roy and thanks again for the answer.

As you mention I created an auto-response but the problem persists.

This is my configuration:

auto-response.png

What do you mean by “As long as it's a notification to a 3rd party that can't be identified as an agent by the notification settings it's visible as an article. By design and not changeable.”

Once again thanks for your support.

[root]

Hi,

I'll try it again: if it's an e-mail to the customer it will be shown.

- Roy

[skullz]

any email to the customers or 3rd party email address will be considered as an article by OTRS.