Thank you for your answer, i've got the same problem, i need to notify each
the follow up to the customer (and the agents), to allow them to follow
their tickets without use the web interface.
Someone have any idee how I could do it ?
Or can you tell me how it's work and how i can add this ?
Thank you,
(sorry for my english)
2009/6/17 Maurício Ramos
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
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