Hi,
It's done by the mean of [ Responses ], and [ Responses <-> Queue ]. By
default, it's usefull to assign "empty answer" response to all the
queues, so the agent users will be able to quickly answer to tickets
using an "external email response".
This responses are always attached to the ticket history, and are sent
by email to the customer. When sending such a response, you can also
change the ticket state to pending, or pending close +/-, so the ticket
automatically close upon the customer non answering.
You can create as many answer templates as you need (including
attachements if you need). It's really usefull to send templates that
the user need to fill so you can fulfil the request.
Un saludo,
Alex
-----Original Message-----
From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of
Joshua McDowell
Sent: martes, 11 de noviembre de 2008 15:11
To: OTRS::ITSM User questions and discussions
Subject: Re: [itsm] External note nofication notifier notify..
I see... That makes sense..
Is there a function to update the user? I saw someone mention an
"external
e-mail article" to notify the customer. I will research today and see
what
I come up with..
Thanks,
Joshua McDowell
----- Original Message -----
From: "Dumont, Alexandre Jean Michel Pierre"
Hi,
AFAIK of OTRS, customers never get notified of Notes (neither internal, nor external).
With notes, you notify the other "agent" users. Additionaly, if the note is internal, the customer won't even be able to see it (through the web interface) whereas if the note were external, he would be.
Regards,
Alex
-----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Joshua McDowell Sent: lunes, 10 de noviembre de 2008 20:45 To: OTRS::ITSM User questions and discussions Subject: [itsm] External note nofication notifier notify..
Hello all,
Just curious if anyone has ever gotten " Customer notification " for external notes to work?
Thanks,
Joshua McDowell
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