Notification sent to previous customer

[gregotrs]

Hi,

I have an existing ticket in OTRS and I've updated the customer. After changing the customer, I've updated the status of the ticket. My problem is, the notification was sent to previous customer and not to the current customer of the created ticket. Appreciate your assistance on this.

Thank you,

[crythias]

Don't notify the customer of trivial things like label changes.
Also how can random person replicate your experience?

[gregotrs]

I want to notify my customer that his ticket is in progress already but my problem is the notification was sent to the previous customer.

[crythias]

What version of OTRS? (please update your signature).

But if you want to tell the customer that, in spite of the ticket sitting in queue for however long, you've just now changed the label on the ticket and that means it's in progress, you should use a response/reply. But really, unless you require a response from the customer, or are actually telling the customer information about the resolution of the ticket's request itself, don't bother the customer with administrative trivia.

[gregotrs]

I am currently using OTRS 3.2.9. I can notify my customer by sending a separate email but it's just a workaround. Appreciate if there is a more concrete solution on this
My problem is the same as in this link:
http://bugs.otrs.org/attachment.cgi?id=2628

[jojo]

It is a bug (Bug#10314 ) which is not fixed yet.

[gregotrs]

Is there a workaround for this issue?

[jojo]

no