Event Notification help

gszabo · Post by **gszabo** » 14 Oct 2016, 15:27

Hello Guys,

I need some help about configure few new event based notifications to a customer. I am new in OTRS, so first of all sorry for the dummy questions.
I have 2 notifications configured now. The first would inform the customer via an external email address when a new ticket was created, the second one when the ticket was closed successfully. I setup the following for the first one:

event: Ticketcreate, Ticketstateupdate
ticket filter /state : new,open
CustomerID : empty now...
recipient email address : an external address to inform customer
Notification : xyz...

So, if i set this up i get all the notifications about creating tickets in OTRS, thats good. If i set CustomerID it will fail.
I use customerID from otrsDB/custom_user - customer_id. There is a space in the ID.. maybe that is wrong?
Let me know how can i get closer to the solution.

thanks