You should send an email from OTRS interface instead of using the
External-note feature. To see the external note the usuer must log on OTRS.
Att,
André
2016-04-07 7:48 GMT-03:00 Rose Dowson
HI,
I want that my OTRS server send a notification to the customer when the agent create an external-note on his ticket?
I can see that the message from agent is reaching the customer console but I need to have an automated-mail to the customer's mail every time an external-note is sent by the agent to the customer.
Do you have any ideas about this ?
Best regards,
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-- *André Luiz C. e Cavalcante, PMP, PRINCE2*