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..
This is a major problem in our organisation.
Any help would be appreciated.
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