Inform agent by mail when a ticket is created or updated

Jobijoba · Post by **Jobijoba** » 25 Jul 2007, 16:17

Hello,

I am sorry to speak english but my german is ver very poor.
Our OTRS use frequency is once or twice a month. So when a customer create or update a ticket, we need to automatically get a mail from the customer to inform the agent. It's a kind of "auto response" but for the agent.
OTRS works on Windows operating system and with a MySql data base.
How can I do this option please ?

Thank you and "Gruss Gott von des Eiffel Tower".

Jobijoba · Post by **Jobijoba** » 01 Aug 2007, 09:56

I checked in all admin functionalities and I don't find this option. I've installed otrs on Linux Debian to see easily the source code and to develop my function. Anybody don't know where can I add a send mail when a ticket is created or upgraded ?
Thanks.

Jobijoba.

jojo · Post by **jojo** » 01 Aug 2007, 09:58

Every agent can switch this on in his own preferences.

Jobijoba · Post by **Jobijoba** » 01 Aug 2007, 10:58

So this is a mail configuration problem... Let's see

Thank you !