Customer Notification

[emanjamin2002]

Hello,

I have been trying to get some notification working but I don't seem to be able to make it go right.

1. When a customer creates a new ticket, he does get the notification that his ticket was received and will taken cared of by the administrator or Technician.
2. When an Agent update the ticket (note....) or add data in the ticket, the customer does NOT receive any notification of update by mail.
3. The Agent does have in his setting Yes for update, YES for follow up but doesn't get any follow up email.

Any advices ?

Thanks

[jojo]

2. use the reply function to send out emails to customers.
3. FollowUp is if the customer responds to the ticket. There is no update notification

[Giulio Soleni]

You should define some appropriate Notifications-on-event for agents and customers I think.
Just go to the "Notifications (Event)" area in the ADMIN settings.

Also take care of:
1. Check /opt/otrs/Kernel/Config/GenericAgent.pm to see if GenericAgent job that sends escalation notifications is all uncommented.

2. Set AgentSelfNotifyOnAction = Yes in SysConfig Ticket -> Core::Ticket if you would like the Agent Owner also receive notifications for her/his own actions on a ticket.

HTH
ciao

[emanjamin2002]

2. use the reply function to send out emails to customers.
3. FollowUp is if the customer responds to the ticket. There is no update notification

Thanks. Did it few days ago and worked out well.

[emanjamin2002]

You should define some appropriate Notifications-on-event for agents and customers I think.
Just go to the "Notifications (Event)" area in the ADMIN settings.

Also take care of:
1. Check /opt/otrs/Kernel/Config/GenericAgent.pm to see if GenericAgent job that sends escalation notifications is all uncommented.

2. Set AgentSelfNotifyOnAction = Yes in SysConfig Ticket -> Core::Ticket if you would like the Agent Owner also receive notifications for her/his own actions on a ticket.

HTH
ciao

Thanks so much for those added advices. Yes this worked out well. Thanks again to all of you.