Send email to multiple customers users

[guidoms]

Hello,

We have a scenario where the customer has more than one customer user to be informed when a ticket is registered. By default OTRS sends mail only to the customer user associated with the ticket.

My ask: Is it possible to sent mail to all customer users of respective customer?

Ps: I dont like to use as a solution to create an email group (mail server) containing the addresses for each customer.

Thanks!

[jnelson]

I think you can accomplish this through Event Notifications. As long as the intended recipients have an account on the system with a registered email address they can be selected to receive notification of particular events (like ArticleCreate) and this can be filtered to only apply to a particular queue etc.

[guidoms]

Thanks for answer. Did the following test, set up an event notification filtering by TicketCreate event and only selected the Customer in "recepient groups." The desired would be to create a new ticket an email was sent to all registered e-mail to this customer but did not work. The only way I could make work was run manually adding the emails in the "Recipient email address". But in this case would have to create a notification for each client which is not a good way. Any other ideas?

I think you can accomplish this through Event Notifications. As long as the intended recipients have an account on the system with a registered email address they can be selected to receive notification of particular events (like ArticleCreate) and this can be filtered to only apply to a particular queue etc.

[jnelson]

Thanks for answer. Did the following test, set up an event notification filtering by TicketCreate event and only selected the Customer in "recepient groups." The desired would be to create a new ticket an email was sent to all registered e-mail to this customer but did not work. The only way I could make work was run manually adding the emails in the "Recipient email address". But in this case would have to create a notification for each client which is not a good way. Any other ideas?

You need to create a group with all the members in it and send the notification to that group. One of the options in Notification Management is Recipient Groups. Once your group is created, make the Notification and select the recipient group.