[SOLVED] - Event Notification for Ticket Update

[retro2707]

Hi, thanks for reading.

I want to be able to provide an update to the customer in the event that the ticket gets updated with an external note or the priority gets changed.

From what I have read, the way to do this is with notifications. I have this setup, but I have a problem however.

I want to be able to customize my notifications using the "source" option once they are working to create a html based response but there doesent appear to be that option. Is there a way I can do this for these notifications?

[crythias]

the event that the ticket gets updated with an external note

You should be using a Reply, which addresses both this and the HTML notification.

or the priority gets changed.

Which is pointless as it doesn't require any action on the part of the customer, nor does it indicate anything besides you changed labels on the ticket.

[retro2707]

Thanks for the quick response crythias.

By reply, do you mean an autoresponse?

Maybe im being dumb, but I couldnt seem to figure out an option to provide an update on a note update with an autoresponse anywhere. Which part is it?

Brendan

[crythias]

No, I mean a reply. http://screencast.com/t/LhNteOGMbcbh

[retro2707]

Ahhh. I see. Yes, I think that will do what we need. Thanks for your help Crythias.

Sorry, i'm a bit of a newbie when it comes to OTRS. Looks like a great product though.