[otrs] Re: Customer notification on follow up

[Gustavo Azambuja]

You want send notification to client when the status is change (from new ->
open, for example). Please follow the email "Sending notficiations to
customers only upon closing a ticket" and change this:

modify Ticket.pm <http://ticket.pm/>

search:
 # send customer notification email
 if (!$Param{SendNoNotification}) {

and change:
 # send customer notification email
 if (!$Param{SendNoNotification} && $State{TypeName} eq 'open' ){

I post an mini how-to to do that in my blog, but is in spanish and
portuguese (not english, sorry): http://gazambuja.ideas3.com




On Dec 11, 2007 7:43 AM, Matas Labasauskas <matas.lab at gmail.com> wrote:

> Hello,
>
> do i need to try to explain my question one more time in another way, or
> it's not possible?
>
> thank you!
>
> Matas
>
>
> On 03/12/2007, Matas Labasauskas <matas.lab at gmail.com> wrote:
> >
> > Hello,
> >
> > is it possible to receive notification for Customer via e-mail (Outlook)
> > on follow up? In case this Customer is tracking tickets of several
> > companies, not only tickets created by himself. All the tickets are visible
> > for him via Customer interface, but to make it more convenient Customeris asking to send e-mail if there is an answer to any of existing tickets to
> > force him to log in via Customer interface only for  significant reason
> > and not to log in many times hoping for an answer.
> >
> > thank you in advance,
> >
> > Matas
> >
>
>
>
> --
> Matas Labasauskas
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-- 
Saludos,
Gustavo Azambuja - Linux User: 275813
http://gazambuja.ideas3.com
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