[Solved]Group Emails

[jladd]

Good Afternoon,
My boss would like me to configure OTRS to do Group Emails to our Customers. I have found 2 ways of doing this but was wondering if there is another way of doing it. First way is to inside of our exchange server is to create a Distro list then assign all our customers to that specific group to that distrolist. Then inside of OTRS to create a dummy user and have its email be that distro list. Then once as a ticket comes in, assign that Dummy user to also be the customer so that way the whole group will get that email. My 2nd way is to Manually create a Notification for when a ticket is entered into a specific queue to email a list of users. However both these processes include manual intervention of an admin either adding the email account to the distro list for when a new user is added to a group/queue or for the admin to add the email address to the Notification setup within the admin area. Would be another possible way of doing it as per say a one time switch so an admin who is creating a new user will not forget to do either one of these two methods?

[crythias]

I don't know how this is a good thing, but ... What kind of ticket related thing would you need to spambroadcast to your customers? I'd strongly suggest a mailing list for that purpose. At least then they'd have the choice whether they'd want to be alerted or not to whatever message you're sending...

[jladd]

crythias thank you for the Reply. Some of our customers want to be notified as a group instead of the notes/replys of the ticket just going to one person in case something were to happen to that one person. So take a DR event, the whole group wants to be notified for updates that we would post of the progress rather than a customer itself (mainly cause our monitoring server that will cut a ticket doesn't have the "Knowledge base" for adding customers to a ticket) and its more work for the admin to add lists of customers to a ticket. But if isn't a feature that is available in OTRS at this time, I am more than happy to let my boss know that.

[crythias]

I understand.
If the customer has such a requirement, (IMO), the customer should manage her group and give you a group distribution email address.

[jladd]

Great minds think alike cause this was actually my reccomendation to my boss at first but figured we would double check with the experts on this. Thanks for the input once again