Hello,
I want to create an event notification for when a customer (any contact there) creates a case and send it to an internal DL. I cannot get the notification event to fire on a wild card domain, only for specific email addresses.
here is what I am trying to do:
If Joe, Jeff, Larry work mycustomer.com - if any of them open a case, i want to notify brian@home.com. so my event rule is if a new or open case event happens, and the customer is someone from @mycustomer.com - the rule doesn't fire.
but if i make it joe@mycustomer.com then have joe open the case it works - it send to brian@home.com
so how do i make OTRS fire the rule when someone from @mycustomer.com opens a case?