Notifications for External Note are not being sent

[chetannagaonkar]

Hello All,

I have installed OTRS 3.2 on Windows7/MySQL. I have configured the customer's email id. When I update the ticket with Note-External, I am expecting a notification to my yahoo id that I have specified as a part of customer profile. However, I don't get any notifications. Am I missing something?

I have configured POP3 to one of my office id so that whenever emails are sent to that id, I get tickets created. That is working correctly except that the mails are getting deleted once tickets are created. Am I missing something here too?

Thanks.
Best Regards
Chetan

[jojo]

Both behaviors are working like designed.

For sending mails to customers please use the "Compose Answer" functionality

[chetannagaonkar]

Thanks Jojo. If External-Note doesn't send notification to customer, what is the difference between Internal and External. I am not able to see "Compose Answer" button that I used to see in 2.4.8. Do I need to enable sysconfig settings?

Best Regards
Chetan

[chetannagaonkar]

Jojo,
I now understand that External-Note will be ONLY seen by customer and he does not get notifications for it. Thank you.

Best Regards
Chetan

[chetannagaonkar]

This is how I see the screen. There is no Compose Answer, although I check in Sys Config that option seems to be checked. See the attachment pls

[jojo]

you need to assign answers to the Queue

[crythias]

Also in 3.0 check the reply drop down. "

[chetannagaonkar]

Thank you Jojo and Crythias. I have associated response with queue. I still don't see any change. Also, there are no options listed in Reply dropdown.

[jojo]

please recheck the assingment of reponses to this Queue. The dropdown will be filled with the responses.

You should also consider to update your OTRS Version to 3.0.4.

[chetannagaonkar]

You were right, Jojo. This time when I refreshed it, the dropdown did show the response. Thank you both of you.

Best Regards
Chetan

[richardn]

There is an easy way to setup Notifications for External Notes

Go to Notification (Event)

- recipient is customer
- Event is ArticleCreate (Which is AddNote)
- and articletype is Note-external

Thats it

[crythias]

There is an easy way to setup Notifications for External Notes

Go to Notification (Event)

- recipient is customer
- Event is ArticleCreate (Which is AddNote)
- and articletype is Note-external

Thats it

Yes, but Reply/Compose Answer already does this, and is better recommended for this purpose. Note External is designed for non-email communication to your users while Reply/Compose Answer is designed for email communication. Sure, you can work around and make notes send email, but there's already this function to do that.

[jschlueter]

We are looking at possibly doing this also...but when you do this and you select "Customer" under "Recipient groups" will it only send a notification to the customer that created the ticket or everyone that is a customer in our system? Thanks

There is an easy way to setup Notifications for External Notes

Go to Notification (Event)

- recipient is customer
- Event is ArticleCreate (Which is AddNote)
- and articletype is Note-external

Thats it

[jojo]

only to the customer of this ticket