I am a litle bit lost in the configurations and do not know where exactly to set up this properly.
I want to every time a ticket is open or a note(external) is added in OTRS by an agent the customer receives a notification. wher I can do this? and how? i tryed auto-response and is not sending anything, I tryed several configurations and I do not know where it is done.
Luis Forman
Notification to Customers
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luisforman
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crythias
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Re: Notification to Customers
Email tickets opened via the web interface send to customers.
Consider the reasoning between using Note External and Responses (empty answer, for example) assigned to the queue. The latter sends email.
Otherwise, check Notification (Event) on Event: Article Create, article type: note-external
Consider the reasoning between using Note External and Responses (empty answer, for example) assigned to the queue. The latter sends email.
Otherwise, check Notification (Event) on Event: Article Create, article type: note-external
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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