email notification

[hero188]

My system is as follow:
Customer:
1. Name: Customer A1 – Compnay ID: ABC
2. Name: Customer A2 – Company ID: ABC
3. Name: Customer Manager A – Company ID: ABC
4. Name: Customer B1 – Company ID: ABC
5. Name: Customer B2 – Company ID: ABC
6. Name: Customer Manager B – Company ID: ABC
7. Name: Customer Director – Company ID: ABC
I want to set up email notification to Customer Manager and Customer Director as follows:
- When Customer A1 or Customer A2 creates ticket, an email notification is sent to Customer Manager A and Customer Director (No email notification is sent to Customer Manager B)
- When Customer B1 or Customer B2 creates ticket, an email notification is sent to Customer Manager B and Customer Director (No email notification is sent to Customer Manager A)
Please be noted that
- Customer Manager A can’t watch tickets of Customer B1 and Customer B2
- Customer Manager B can’t watch tickets of Customer A1 and Customer A2
- Customer Director can watch all tickets and receive all email notifications
Please help me how to config the system to send email notification as above requirement
Many thanks for help

[crythias]

Please fill out your signature. (What version OTRS?)

A good way to handle this (your views may vary), applicable to otrs3.x:
Company Director and Company Manager A are members of group ABC-ManagersA
Company Director and Company Manager B are members of group ABC-ManagersB
Company Director has CustomerID of ABC
Company Director has CustomerIDs of ABC-A and ABC-B as well
Company Manager A has CustomerID of ABC-A
Customer A1 has CustomerID of ABC-A
Customer A2 has CustomerID of ABC-A
Customer B1 has CustomerID of ABC-B
Customer B2 has CustomerID of ABC-B
Customer Manager B has CustomerID of ABC-B

Notification (Event)
Recipient groups: ABC-ManagersA
Event: TicketCreate
CustomerID: ABC-A

Notification (Event)
Recipient groups: ABC-ManagersB
Event: TicketCreate
CustomerID: ABC-B

http://forums.otrs.org/viewtopic.php?f=60&t=7531

[hero188]

I 'm using version 3.0.8