how to set auto notification to customer ?

[oscar]

I have some customer issue already solve, so I already manually send out the notification to customer their issue had been solve by my support team, but the customer had not reply to me whether they want to close the ticket are not, so can OTRS set auto notification to ask customer whether they want to close this ticket are not? isn't possible? if can, how to set it ?


thank you

[crythias]

http://wiki.otrs.org/index.php?title=No ... has_closed

Or, as part of your procedure, send a Reply to your customer with a Pending Auto-Close Successful status ...3? days from now.
"Dear Customer,

We have forwarded you a copy of the coversheet of the TPS report. We hope that solves the problem.

This ticket will self destruct ... er .. I mean... close in 3 days. You don't have to respond. We know you're thankful. Accounts Receivable will call you at home by midnight tonight, most likely by dinner time. But if you need another coversheet in the next three days, just respond and we'll make sure to send another copy.

Click here to see the ticket: ... "

[oscar]

thank crythias for your information

so I must manually add the customer to my OTRS customer list then they just can receive the notification ? because now all my customer had not in my OTRS customer list, they are send through by their gmail to OTRS , if I set the notification(event) recipient group is customer, my customer also would not receive the notification, unless I set them in my OTRS customer list then my customer just can receive the notification right ?

[crythias]

so I must manually add the customer to my OTRS customer list then they just can receive the notification ?

No.

{stuff about Notification (Event) group}
If someone sends an email to your OTRS box, she becomes a customer because a ticket will be created from that email. That customer *might not* show up in customer list -- I don't know. Maybe she will, if you're using a database to manage users. LDAP is usually read-only -- and she is now attached to the ticket. But she will get notification and replies without someone having to manually add her.