How to send emails to users when creating tickets from web

[mlk]

Hi,

I am writing as I would like to know if there is a way to send a mail to other users when a customer open a ticket from the web interface. Basically, user A opens a ticket and wants users B and C to get an email informing them that a ticket has been created from user A. In addition, after the ticket is created, when the agents answer the ticket, they should be able to see that the ticket has been opened by user A but the answers should be received also by user B and C.

Is that possible using the web interface? This is an important point: I do not want to use emails when opening tickets, only the web interface and all the requests from the users and the answers from the agents must be done using OTRS web console.

Thank you.

[crythias]

you can ask for the other information via dynamic fields, but they won't automatically transfer to CC or To.

[mlk]

That's the problem. I would like to be able to have the email addresses of user B and user C automatically transferred to CC or To so that the agents can answer all of them from the web console. If I use dynamic fields, I can get the email addresses of users B and C but how do I inform the agents that they need to answer user B and C? In addition, the number of dynamic fields is set when creating them so for example in this case, I have user B and C therefore I should add two dynamic fields. This would not work if I had 4 or 5 users as I would only have 2 dynamic fields.

[crythias]

You could create an event to do this ... most of the time, it's assumed that the person who sent the ticket is the only one who needs information. Otherwise, it's just a spam source.