mail notification extern

[rbroda]

Hello everybody,

it is possible to send over the ticket in otrs a notification to the customer via email?
I have only two options which i can choose (notification intern, notification extern).
I have tried to set under Ticket::Frontend::AgentTicketNote###ArticleTypes "email extern" on "1", bt it doesnt works.
The options notification extern is only for the customer interface in otrs.... Can someone help me????

[Navidlo]

Hi.
sorry mi english...

Create custom notification for send email to customer and/or agent.
This topic may help you:
viewtopic.php?f=53&t=7290&p=68209&hilit ... ion#p68209

Best regards
Navidlo

[rbroda]

Yes, this solution I had too,

but the customer see with this solution both notifications in his ticket in otrs.
First the Notice of the agent and second the Notice that the Notice was created from agent....
The Second Notice the customer havent to see. What can I Do???

Best regards

[Navidlo]

Hi.

The first message is that this was info on Customer portal.
The second message is that this was info on Customer mail.

When the note is to be the only info agents are used note-internal.
When you inform the customer, you use note-external, and he sees it in the portal.
To be informed of mail, so it also sees the portal.

When despite these messages in the portal do not want to be hit into the code of OTRS. In fact I can not help you unfortunately.

Navidlo