unable to receive notification on adding external Note

[mediawide]

Hi there,

Our customers are not receiving email notifications whenever we add External Note to the ticket.They do receive notification for default reply.

Please advise urgently.

Thanks

[jojo]

it is not designed that a external note will send out mails to the customer. Please use the Compose Answer feature if you wan't to write a message to the customer.

[peter_sk]

You have to configure Notification (Event) if you want your customer to receive e-mail.

Peter

[mediawide]

Hi,

I have already added Event in Notification,but still no mails to customers.
Please refer the screengrab.

[peter_sk]

Create Notification (Event), not just Notification.

Peter

[mediawide]

I dont have Notifiaction(Event)button in my OTRS.

[jojo]

Please fill out your Forum Signature with:

- OTRS Version
- Operating System
- installed OTRS Modules


It seems that you are using an outdated OTRS Version. Notification event was added in 2.4. (which is available for more than a year now)