Small Issue for Notification in my OTRS

masamicy · Post by **masamicy** » 30 Nov 2012, 19:27

Hello,

I have one small issue. I prefer use an example to explain :
1) a customer opens a ticket with an email
2) the agent locks the ticket and uses internal forward to work with another co-worker (He doesn't have an OTRS' account).
3) The colleague sends an email to OTRS email to say "it's ok for me (for example)"
4) The colleague AND the Customer receive a notification ('Thanks for the complement" with history of the (internal!) conversation)

I would like the customer doesn't receive this email (notification), I think it's just an option...

Any help is very appreciate.
Sorry for my english, I'm French...

jojo · Post by **jojo** » 02 Dec 2012, 15:47

don't use aut reply for follow ups

masamicy · Post by **masamicy** » 03 Dec 2012, 10:57

Thanks for your speed of response.

Where I can change this option (in file configuration or in web administration ?) ? I'm a bit lost in OTRS's options.

jojo · Post by **jojo** » 03 Dec 2012, 11:03

On Admin Web Interface

masamicy · Post by **masamicy** » 04 Dec 2012, 10:53

I can't find this option... Can you tell exactly the path ?

Post by **crythias** » 04 Dec 2012, 14:41

It's an AutoResponse that's attached to a queue. for the specific queue<->autoresponse, don't assign an autoresponse for the followup event.

masamicy · Post by **masamicy** » 04 Dec 2012, 17:49

Thanks ! It works !

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Small Issue for Notification in my OTRS

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Re: Small Issue for Notification in my OTRS

Re: Small Issue for Notification in my OTRS