Thank you for your response, Gerald.
We are using Autoreplies to notify the customer that a ticket has been successfully submitted. But customers also need to receive updates to tickets as we are working on them.
Because we would like to perform as much of the support process from our email clients as possible, we need to come up with a way to notify customers of ticket updates. This is why I was looking into the notification section of the config. This allows us to notify customers of new "article" creations.
The problem is that customers are notified of 'articles' (ticket updates) that they just created. We would like customers to receive notification of new 'articles' we create on a ticket but need to figure out a method to prevent their own 'article' creations from being sent to them as a notifications (else this will seem very spammy to the customer).
It appears to me that if we were using the web interface to communicate with customers, this would not really be an issue as 'event notifications' would not be needed. But the company would like to use an email client as much as possible.
Do you know if what I am seeking is even possible without modifying source code? This seems like a function that other support companies would need as well.
--Chance
-----Original Message-----
From: Gerald Young [mailto:crythias@gmail.com]
Sent: Friday, February 11, 2011 04:49 PM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Customers Receiving Their Own Updates
Autoreplies "generally" go to the customer, and Notifications "generally" go to agents.
On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin