RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

[Mamakwa M. Sefiri]

Yes, all the customer emails are their customerID

 

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From: franck.lamas at stp-presse.fr [mailto:franck.lamas at stp-presse.fr] 
Sent: 03 October 2006 01:52 PM
To: User questions and discussions about OTRS.org
Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

 

Definitively : external

 

Have your customers a email adress in the system ?

-----otrs-bounces at otrs.org a écrit : -----

Pour : "User questions and discussions about OTRS.org" <otrs at otrs.org>
De : "Mamakwa M. Sefiri" <msefiri at nrf.ac.za>
Envoyé par : otrs-bounces at otrs.org
Date : 03/10/2006 12:33PM
Objet : RE: Réf. : RE: Réf. : [otrs] notification




When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers. 

 

Should the note-type be external or internal for customers to get notifications? 

 

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From: franck.lamas at stp-presse.fr [mailto:franck.lamas at stp-presse.fr] 
Sent: 03 October 2006 12:05 PM 
To: User questions and discussions about OTRS.org 
Subject: Réf. : RE: Réf. : [otrs] notification 

 

Do they receive a mail when you use 'Compose an answer' ? 

  

If Yes, did you choose External Note when closing the ticket ? 

-----otrs-bounces at otrs.org a écrit : ----- 

Pour : " User questions and discussions about OTRS.org " <otrs at otrs.org> 
De : " Mamakwa M. Sefiri " <msefiri at nrf.ac.za> 
Envoyé par : otrs-bounces at otrs.org 
Date : 03/10/2006 12:02PM 
Objet : RE: Réf. : [otrs] notification 





I have trying both options but still customers don?t get mails. How long will it take to send an email? 

 

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From: franck.lamas at stp-presse.fr [mailto:franck.lamas at stp-presse.fr] 
Sent: 03 October 2006 10:38 AM 
To: User questions and discussions about OTRS.org 
Subject: Réf. : [otrs] notification 

 

  

Yes, it's possible. 

  

You have to check in the admin module at Ticket::Frontend::NoteTypes 

  

or modify the config.pm file adding the followings : 

  

    $Self->{DefaultNoteTypes} = { 
        'note-internal' => 1, 
        'note-external' => 1, 
        'note-report' => 1, 
    }; 

After that, when you close a ticket the customer will receive a mail or not 

  

-----otrs-bounces at otrs.org a écrit : ----- 

Pour : " User questions and discussions about OTRS.org " <otrs at otrs.org> 
De : " Mamakwa M. Sefiri " <msefiri at nrf.ac.za> 
Envoyé par : otrs-bounces at otrs.org 
Date : 03/10/2006 09:15AM 
Objet : [otrs] notification 

Good day

 

I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. 

 

I have read the manual no genericagent but it is not clear to me. 

 

Please advice 

Mamakwa 

 

 

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