Customer ticket close notification

[sniker]

Hi,

I've searched the forums but haven't found anything concerning this question.

I have configured OTRS to automatically send the customer a notification that their ticket is closed, with ticket ID and ticket status(closed successful/unsuccessful).

However, as soon as I forward the ticket to another company(like in our case we often forward tickets to the company developing the software we provide for our clients) using email, and then they reply by email, they are set as the customer for some reason and when the ticket is closed(if they were the last one to reply, externally to the ticket), they will get the notification, not the customer.

Basically, OTRS sends the ticket closure confirmation to the last FROM: email address in the ticket. Customer or not.

I tried making OTRS just sending confirmation to the CustomerID(since that's usually an email and it doesn't change as the ticket progress), however, that did not work.

How can I make OTRS send the closure confirmation to the first email address in the ticket, or how can I make OTRS send the closure confirmation to the CustomerID? Basically, how can I make OTRS send the closure confirmation to the customer, and not the last person involved in the ticket externally.

This notification is setup using "Notification (Event)"

Thanks in advance.

[sniker]

Bump.

Someone has to know a solution for this? I love OTRS, but this is just absurd and makes no sense what so ever, customer should be defined as the persons who sends the ticket in in the first place, not the last one who replied to the ticket.

[ngmarowa]

Hi, Did you manage to solve this issue?

[jojo]

Don't hijack old threads. Create a new one with your question