it's already done but doesn't work.
Date: Wed, 17 Dec 2008 18:46:59 +0300From: anton.gubarkov@gmail.comTo: otrs@otrs.orgSubject: Re: [otrs] Notification ProblemHi, Karl.You need to create an Autoresponse and link it to the queue. Your customers will get autoresponses then.regardsAnton.
2008/12/17 Trasschaert Karl
Hi, I'm testing otrs, i saw that when someone send a e-mail to the otrs system, the agent get a notification but the customer didn't receive any notification. I'f i answer a ticket the customer get the message. Any idea what ca be wrong ?I'm using smtp.I can see in the log that the message looks to be send:
Sent agent 'NewTicket' notification to 'karl@inventivetelecom.com'.
Wed Dec 17 16:20:04 2008
notice
OTRS-PM3-10
Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, ArticleID=611) to '"Trasschaert Karl" '.
Wed Dec 17 16:20:04 2008
notice
OTRS-PM3-10
Sent email to '"Trasschaert Karl" ' from 'ITP Ticket System '. HistoryType => SendAutoReply, Subject => [ITPTicket#200812171084] ca marche pas;
Wed Dec 17 16:20:03 2008
notice
OTRS-PM3-10
New Ticket [200812171084/ca marche pas] created (TicketID=104,Queue=Support,Priority=3 normal,State=new)
Wed Dec 17 16:19:42 2008
notice
OTRS-CGI-10
Sent customer 'StateUpdate' notification to '"Trasschaert Karl" '.
Wed Dec 17 16:19:42 2008
notice
OTRS-CGI-10
Sent email to '"Trasschaert Karl" ' from 'ITP Ticket System '. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New State "closed successful"!;
Wed Dec 17 16:19:38 2008
notice
OTRS-CGI-10
Sent customer 'OwnerUpdate' notification to '"Trasschaert Karl" '.
Wed Dec 17 16:19:38 2008
notice
OTRS-CGI-10
Sent email to '"Trasschaert Karl" ' from 'ITP Ticket System '. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New Owner "Karl"!;
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