Making OTRS web based only for customers

[sciolto]

Hi board,
how would you guys let OTRS communicate with customers only through the web interface? We would like the system NOT to send out replies to customer's emails, just to publish the answers on the customer front end. I have looked for some way to disable the email-external notification, but without any luck.

Can somebody help ?

Thanks a lot.

[fondofotrs]

sciolto, the default system is that way. but you don't configure email server, no notifications will be sent to customers. they will be able to interact only via web portal.

[MichaelR]

Set Core::Sendmail to DoNotSendMail

Or if you want agents to be able to send mail. Disable all notifications.

[sciolto]

Hi there,
thanks for your answers. Will notifications still be sent if I choose DoNotSendEmail as mail transport?

Thanks a lot !

[crythias]

thanks for your answers. Will notifications still be sent if I choose DoNotSendEmail as mail transport?

Think about what you just posted.

[sciolto]

thanks for your answers. Will notifications still be sent if I choose DoNotSendEmail as mail transport?

Think about what you just posted.

Hmm the answer is: notifications won't be sent.
So how's the best way to allow notifications without having agent's answers being sent to customers? I also trid to disable email-external as article type; didn't do the job ..

Thanks for your support!

[crythias]

If agent uses Note External, and not Reply, otrs won't send notification, but the message is visible in the customer web front end.

[sciolto]

If agent uses Note External, and not Reply, otrs won't send notification, but the message is visible in the customer web front end.

This is a good point, but I'd love to be able to use the answer templates. Any other idea?

Thanks again.

[crythias]

Watch this video and adapt it to the note section: http://forums.otrs.org/viewtopic.php?f= ... 517#p41517