Hey Guys, I asked this question a while ago, Anyone got any clue? This is a big issue in the organisation. Any help would be appreciated. Kind regards, G. _____ From: Gerrit Tamboer [mailto:gerrit@halma.nl] To: otrs@otrs.org Sent: Tue, 15 Dec 2009 16:30:43 +0100 Subject: Re: Notify Customer of follow-up by agent Id like to add that I have tried some stuff with eventbased notifications but I'm getting some anoying loop stuff.. My personal notify's gets forwarded to the customer aswell.. Anyone has a clue? This is a major problem in our organisation. Any help would be appreciated. Thanks! _____ From: Gerrit Tamboer [mailto:gerrit@halma.nl] To: otrs@otrs.org Sent: Tue, 15 Dec 2009 11:45:40 +0100 Subject: Notify Customer of follow-up by agent Hey Guys, Im having an issue with adding an auto-reply. In our situation, me, an agent. Get a e-mail that a new ticket has entered my queue. In some situations im not able to get on the dashboard to read the ticket (mobile internet), so replying to the e-mail that I got that a ticket has entered my Queue would add a note in the ticket. I would like to config that the new added note (only by e-mail) automatically gets forwarded to the customer, anyone has any clue how to set this up in event-based notification? Thanks for the help guys. Grtz, Gerrit