Hi,

 

I’m in the process of evaluating the latest release of OTRS on a Linux platform and was hoping to have someone explain how something is supposed to work.

 

I’ve got inbound and outbound email working to the point that Agents an Customers are both notified when a new ticket is created but I also want to let the Customer know when a ticket is closed.

 

I see the list of notifications on the Admin Notification page and that there are several Customer-related including  StateUpdate.

 

What I don’t understand is how to invoke these notifications to generate an email. Is there a system setting I need to turn on? Is there a setting by Queue? Is it a preference by Customer?

 

I have been able to successfully create a custom notification event for a closed ticket, but that seems like a work-around to a built-in feature that I just don’t yet understand.

 

Any guidance is really appreciated.

 

-Matt


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