Notify customers on agent followup

[pinux]

Hi,
I'm trying to use OTRS 3.3.1 to manage tickets via email, I don't know how to configure customers notification when an agent send a followup.
The flow is like this:

1) Customer open a ticket via email
2) OTRS send a notification to the agent (this is done)
3) Agent respond to the ticket via email
4) OTRS send a notification to the customer

I can't achieve the point n.4, how can I do to send a notification to the customer?


Thank you!

[wurzel]

Hi,

did you have a look in the EventBasedNotifications? I think, this could help you

Florian

[jojo]

if you respond via email you don't need to send an additional notification....

[pinux]

if you respond via email you don't need to send an additional notification....

Sorry, I forgot to say that everyone, agent and customers, write to the same email addres (otrs@blablabla.com) but they don't know each other address.

Hi,

did you have a look in the EventBasedNotifications? I think, this could help you

Florian

Yes i looked into but I don't find the event related to a followup, I can choose between this events:

Code: Select all

ArticleCreate
ArticleUpdate
ArticleSend
ArticleBounce
ArticleAgentNotification
ArticleCustomerNotification
ArticleAutoResponse
ArticleFlagSet
ArticleFlagDelete
ArticleAgentNotification
ArticleCustomerNotification
ArticleDynamicFieldUpdate
TicketCreate
TicketDelete
TicketTitleUpdate
TicketUnlockTimeoutUpdate
TicketQueueUpdate
TicketTypeUpdate
TicketServiceUpdate
TicketSLAUpdate
TicketCustomerUpdate
TicketPendingTimeUpdate
TicketLockUpdate
TicketArchiveFlagUpdate
TicketStateUpdate
TicketOwnerUpdate
TicketResponsibleUpdate
TicketPriorityUpdate
HistoryAdd
HistoryDelete
TicketAccountTime
TicketMerge
TicketSubscribe
TicketUnsubscribe
TicketFlagSet
TicketFlagDelete
TicketSlaveLinkAdd
TicketSlaveLinkDelete
TicketMasterLinkDelete
EscalationResponseTimeNotifyBefore
EscalationUpdateTimeNotifyBefore
EscalationSolutionTimeNotifyBefore
EscalationResponseTimeStart
EscalationUpdateTimeStart
EscalationSolutionTimeStart
EscalationResponseTimeStop
EscalationUpdateTimeStop
EscalationSolutionTimeStop

[reneeb]

ArticleCreate is the event for followups... (but it is fired on the first article (when created a new ticket) as well)

[jojo]

OTRS is not build to have the agents work via email. For this purpose you need to have an optional module (only for support customers) or switch to RT