On Thu, 5 Aug 2004 06:44 am, Volker.Lipper@de.mecglobal.com wrote:
Lonesome,
may be i missunderstand something here but: a note is internal only. so cutomer cant see them. so why notify them about something they cant see?
just 2ct.
Most of the notes in our setup of the OTRS system are of the note-external type which is available to customer for viewing via web interface. The problem (at least in my configuration) is that customer has to keep on checking web to see if there are any updates in the ticket. I was hoping that OTRS can be configured to send email to customers as soon as the new note-external is available/entered. I have seen that OTRS can inform customers of the ownership, queue change and so on, but I could not see any way to inform customer that there is a new information in the ticket. Have I missed something here? Cheers, Ivica