Notifications for External Note are not being sent

[infoteam]

hi,

I have installed OTRS 3.3.9 on Windows2008/SQL2012.
I have add a Notifications event in Notification Management with

Events: ArticleCreate
Article Type: External Note
Recipient Groups: Customer

but when I update the ticket with Note-External, no notification is send to customer. I look in the log and there is not error.

Thanks.
Best Regards
Gianpaolo

[crythias]

This is not recommended. Use Responses/Replies.

[infoteam]

Thaks,

but ther is not the option Repaly!; and we have this necessity anyway.

[jojo]

there is always the option to reply to emails or webrequests from customers. you might need to assign a template to the queue first and the ticket should not be locked to another agent.

[infoteam]

ok, but the field TO is empty so we can search and write it.

But is possible or not set up send email when we create a extern note?

[raistlin86]

Hi.
I also would like to know if there is possibility to send customer notification about note-external created by agent. I configured Notification in Notification Management like infoteam but it's not work.

[crythias]

@raistlin86

Please just use the reply option instead.

[ST580]

I am also having this issue with notifications, however, I am attempting to set the notification so that when a ticket is moved from one queue to another, a notification is automatically sent to the customer. I have the notification (event) created, however, when the test case is moved, nothing is sent out.