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

Wed Oct 4 16:53:44 CEST 2006

Hi,

I need help with this too. I have customers asking about closed tickets and even though I set the close to note-external and have also set

followings : 

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

Customers do not get emails

Regards

Alan Mckeown
JoraPh Consulting Ltd 

Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB

Mobile: +44 (0)7841 996 331
Office: +44 (0)8700 433877
Fax: +44 (0)1952 825058

http://www.joraph.com <http://www.joraph.com/> 

**********************************************************************

CONFIDENTIALITY

This message is confidential and may be legally privileged or otherwise protected from disclosure.  If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person.

Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free.

**********************************************************************

________________________________

From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Mamakwa M. Sefiri
Sent: 03 October 2006 13:00
To: User questions and discussions about OTRS.org
Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

Yes, all the customer emails are their customerID

________________________________

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? 

________________________________

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? 

________________________________

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 

_______________________________________________ 
OTRS mailing list: otrs - Webpage: http://otrs.org/ 
Archive: http://lists.otrs.org/pipermail/otrs 
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 
Support orr consulting for your OTRS system? 
=> http://www.otrs.com/ 

_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support orr consulting for your OTRS system?
=> http://www.otrs.com/

-- 
This message has been scanned for viruses and 
dangerous content by JoraPh Consulting <http://www.joraph.com/> , (Server #1) 
and is believed to be clean. 

-- 
This message has been scanned for viruses and
dangerous content by JoraPh Consulting Ltd
(Server #1), and is believed to be clean.

-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.otrs.org/pipermail/otrs/attachments/20061004/6641367b/attachment-0001.html