Hi Raoul, On Apr 8, 2009, at 18:20 , Le machito wrote:

Our OTRS is accessed only by agents, the customers send emails and the call center distribute this request to the different queues. I am looking to add a Customer Notification (By email) to say:

1) Your new request have the ticket number xxx, etc etc 2) Your ticket xxx is closed. Thanks etc etc

I don't want to use the option "change status" because I am interested only in this 2 solutions. (New Ticket-Closed Ticket) Do you know where can I configure it?

1) Is a config option (and not really a developer-list related issue ;) ). -=> Admin-Area -=> Auto Response <-> Queues -=> Just define auto responses like "auto reply" for you your queues for new created tickets. 2) There is currently no config option to do so. -=> Yo could develop an ticket event modul which can cover this requirement (sending an email after StateSet event with state "closed ..."). -=> For more info see http://doc.otrs.org/developer/2.3/en/html/x543.html#ticket-module-event

Raoul

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