Admin interface, under your queue settings, there are 3 different customer notify settings right under the "Salutation" and "Signature" fields.  Change the "Customer State Notify:" setting to "Yes".  That will cause it to send the customer an email whenever you change the status of a ticket.  You might want to set the ones for "Move" and "Owner" too.  I use those last 2 but leave the state change one as "No" because sometimes I want to open and close a ticket for a problem a user had but don't necessarily want the customer to get emails when I open then close it.  Our procedure then if we want to send an email to the user when we are closing their ticket is to use the "compose answer" link rather than the "close" link and then set the ticket's next state to closed in that form.  One of the many things that make OTRS such a fabulous system is the ability to customize it.
 
Brett

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Kim
Sent: Friday, March 14, 2008 16:08
To: otrs@otrs.org
Subject: [otrs] how to send email to notify ticket status change

I just recently started using the OTRS system.
Most of the features are great
but one thing I haven't been able to do is to send an email to the customers
saying there is a change in their ticket status.
For example, once a customer logs in through the customer interface and sends a ticket
if we add a response to it or change it somehow, how can i send a notification email to the customer?

thanks a bunch in advance   
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