On Jun 10, 2010, at 2:56 PM, Nils Leideck - ITSM wrote:
TicketCustomerUpdate means updating the customer details on the ticket, it is NOT a follow up sent by a customer ;-)
I guess that explains the original issue, since the customer "updated" the details, in creating the ticket. I assume also that "FreeText" is the FreeText fields, of which I have none, so those events (both Ticket and Article) are also irrelevant to me. The two questions that come out of this then are; (1) Is there no Event suitable for when a customer responds to a ticket that already exists? (2) Is there documentation on these Events somewhere? The only existence of "Event" in the Documentation is Events for Auto Answers (not relevant to the issue), and Section 5.8 (Notifications) is very scarce.