Hi, how can i send multiple responses with otrs?
Mass action allow only making notes and changing states and doesn't let response. Maybe it possible with notifications, but i don't understand how configure it for notifying only customers without agents.
multiple responses
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happyhorror
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crythias
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Re: multiple responses
Disclaimer: OTRS is not an Email program. It's not intended to send emails to multiple (customer) recipients.
A Notification (Event) can do what you want *IF*:
a) Customer Group Support is enabled
b) the customers you want are added to a specific customer group
c) you choose that customer group in Notification (Event).
With the following caveats:
The email will be generated on an action related to a ticket.
All recipients will get the notification with information related to that ticket.
http://forums.otrs.org/viewtopic.php?f=62&t=7190
A Notification (Event) can do what you want *IF*:
a) Customer Group Support is enabled
b) the customers you want are added to a specific customer group
c) you choose that customer group in Notification (Event).
With the following caveats:
The email will be generated on an action related to a ticket.
All recipients will get the notification with information related to that ticket.
http://forums.otrs.org/viewtopic.php?f=62&t=7190
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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happyhorror
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Re: multiple responses
thx for the link, it maybe be better merge these threads...
notifying function can send mails to Recipient groups:
customers
...3 types of agents
can it work without adding customers to group (it really will be longer then single responses)? just in my mind "event" would happen when action made on ticket, not on customer (for exapmle - state = closed) and customer may get notification about this action
notifying function can send mails to Recipient groups:
customers
...3 types of agents
can it work without adding customers to group (it really will be longer then single responses)? just in my mind "event" would happen when action made on ticket, not on customer (for exapmle - state = closed) and customer may get notification about this action