OTRS Version: 3.0.5

I have been able to configure much of the OTRS system but I have a nagging issue.

When using an email client, both Agents and Customers receive notifications. The issue is that if a customer sends in an update to a ticket, a notification for that same update is then sent back to the customer. While I want the customer to receive updates that Agents create, I do not want them receiving notification back on the update they just created. I have been through several test scenarios with notifications (event) but I cannot seem to get notifications to customers without also sending them their own updates.

Am I trying to configure the wrong section of OTRS for this functionality? Or am I just not configuring notifications correctly for this behavior?

Thank you,

--

Chance Ervin
Sr. Systems and Network Engineer