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[ahuijsmans]

Hi everyone,

Like I posted in the dutch section, I have a little problem.

Recently I set up my OTRS server for the first time and had a great time configuring all the setting. I have the LDAP working like a charm.

One problem remains before our helpdesk goes live, is that when we as agents change/add something to someones ticket, that certain someone has to get a email saying that there is something new in his ticket. Whatever I try , it wont work..

I have the ticket opening/closing mechanisms working, if the customer enters something new in his ticket we also get an e-mail.. but frustratingly, that last bit remains to haunt us..

Hope you can help!

[crythias]

Use the reply/response feature to talk to the customer. The customer doesn't need to know anything about what you do to the ticket as changing queues, owners, priorities, adding notes doesn't indicate progress on the ticket. It's just useless spam.