But the "Response" as well, get duplicated in the ticket (The Response + The email sent).

Daniel Santos
daniel.santos@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

On 04/12/2013 10:09 AM, Gerald Young wrote:

In my opinion, it's not a good idea to send a client notification about a note. That's what a Response is for.

On Fri, Apr 12, 2013 at 8:25 AM, Daniel Santos <daniel.santos@etice.ce.gov.br> wrote:

Hi,

Is there any way to set OTRS to not save all the notifications sent in the ticket?

Ex:.

- A new ticket is created.
- A new note is added in the ticket.
- A new notification is sent to the client about the note added.
- The ticket get updated with the note itself AND the notification sent to the client.

In my humble opinion its redundant to us to have the note and the notification about the note added to the ticket.

Thanks in advance.

Daniel Santos
daniel.santos@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 (85) 3101.6600

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