Hello, we use “en::Customer::StateUpdate” notification (configurable through Admin->Notification) to do a part of the job. I say “a part of the job”  because there is the gap of not sending the notification when we (agents) write a “follow up” that does not require a change of state (and in these cases the customer is not notified). I worked a while on a new notification “en::Customer::AddNote“ to send to the customer a notification on an external note. Due to other priorities, this work was put aside a little and is still not finished. If someone on the list have another easier idea on how to do this, I also would like to hear. Mauricio.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of samuel THOMAS
Sent: quarta-feira, 17 de junho de 2009 07:45
To: otrs@otrs.org
Subject: [otrs] notify customer on agent followup

Hello,

I need to notify customers when an agent make a follow up on his ticket.
How can i do this please ?

Thank you,
Samuel