: How To send customer notification about ITSM Change event

[StefanoBoccanera]

Hi

I'd like to know how are managed customer's notification about ITSM Change events into OTRS ITSM.

That is my strarting scenario:

- customer send specific tickets requesting a RfC. I configured four Ticket's types (say RfC1, Rfc2, Rfc3 Rfc4), closing the input form, the ticket is queued on a specific queue and an Auto Email is sent to the customer confirming the ticket's acquisition
- agents takes the tickets and creates/or not an ITSM Change, after that the ITSM Change state is modified according to the ITSM Change life cycle.

At this point I need to notify the original ticket customer about the Change's state change.

I see the Agent Notification view (Admin menu) and I found many notification where Customer is the target. Then I'll tried to configure that notification event or, in alternative set the Customer as target of pre-existent event notification, into the 'Notification (ITSM Chnage)' but I don't found enevts linked to the Customer neither found a clear reference to the customer as notification's target.

So anybody know how to send to a Customer issuing a ticket (linked to a ITSM Change) a notification about ITSM Change state's change ?

best regrads

stefano

[jojo]

There is a notification module fpor the change management allready built in (Notification ITSM Change Management)

[StefanoBoccanera]

There is a notification module fpor the change management allready built in (Notification ITSM Change Management)

hi joo
you are right, but within the recipients of notification I didn't found the customer, only a recipient named 'Change Initiators' could be linked to Customer, but it's not clear.

I'd like to avoid reading the code but I suspect that I shall not avoid it.

regards

stefano

[jojo]

The initators are the customers of the tickets linked to the change...

[StefanoBoccanera]

The initators are the customers of the tickets linked to the change...

jojo thanks fro teh suggestion, I test and it works.

regards

stefano