HI,
We send notifications out to customer as part of our processes using the email-notification-ext as shown below. Currently these notifications do not count as a customer interaction (for SLA update timers). Would it be possible to change it so that when a notification gets sent to the customer, it does update the timers please?
I had a look through sysconfig but couldnt find anything..
Many thanks,
Brendan
OTRS Notifications
Moderator: crythias
OTRS Notifications
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Setup:
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)
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crythias
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Re: OTRS Notifications
No. It's not reasonable to allow automated responses to affect SLA. You must use reply to talk to a customer.retro2707 wrote:Would it be possible to change it so that when a notification gets sent to the customer, it does update the timers please?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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