If you use "Note" rather than "Compose Answer" link, no email is sent to the customer. I've never used it but the "Phone call" link sounds like it might be exactly what you're looking for here. Do you not have a "Phone call" link over on the right side? It should be the next heading under the "Compose Answer (email):" link or links (depending on what you have defined for the queue) under a heading that reads "Contact customer (phone):" over on the right side when you are zoomed on a ticket.

Thank you Lars

I see that options are to disable "notifications" but I did mean "the mails sent to customer that are added to zoom view as responses", so I think I must to modify the source code.

Any ideas?

Carlos,

----- Original Message ----
From: Lars Jørgensen <ITLJ@gyldendal.dk>
To: User questions and discussions about OTRS.org <otrs@otrs.org>
Sent: Wednesday, May 7, 2008 2:03:16 AM
Subject: Re: [otrs] how to avoid send emails

Hi Carlos.

You can disable it on the queue (Admin -> Queue). There are three customer notification options that you can turn off. This applies to all tickets in the queue, though.

Lars

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Operacion Control
Sent: Wednesday, May 07, 2008 1:16 AM
To: otrs@otrs.org
Subject: [otrs] how to avoid send emails

Hi guys

I would like to know if OTRS could be set up to avoid send email to customer.

Currently we are supporting several call shops without internet service, just using telephone lines.

The user agents notifications must be kept but the notifications to customer must be cancelled.

I did look for at SysConfig but I only found check MX & check mail address.

If source code must to be modified, please point me where to do that.

Thanks a lot.

Carlos

Oper & Control

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