I kindly need help on this issue, please advise.

From: Mamakwa M. Sefiri
Sent: 05 October 2006 11:11 AM
To: 'User questions and discussions about OTRS.org'
Subject: FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

Still need help regarding this issue. This is what I have put in Coinfig.pm regarding the notes

$Self->{'Ticket::Frontend::NoteTypes'} = {

'note-external' => '1',

'note-internal' => '0',

'note-report' => '0',

};

$Self->{DefaultNoteTypes} = {

'note-internal' => 1,

'note-external' => 1,

'note-report' => 1,

};

From: Mamakwa M. Sefiri
Sent: 03 October 2006 02:00 PM
To: User questions and discussions about OTRS.org
Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

Yes, all the customer emails are their customerID

From: franck.lamas@stp-presse.fr [mailto:franck.lamas@stp-presse.fr]
Sent: 03 October 2006 01:52 PM
To: User questions and discussions about OTRS.org
Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

Definitively : external

Have your customers a email adress in the system ?

-----otrs-bounces@otrs.org a écrit : -----

Pour : "User questions and discussions about OTRS.org" <otrs@otrs.org>
De : "Mamakwa M. Sefiri" <msefiri@nrf.ac.za>
Envoyé par : otrs-bounces@otrs.org
Date : 03/10/2006 12:33PM
Objet : RE: Réf. : RE: Réf. : [otrs] notification

When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers.

Should the note-type be external or internal for customers to get notifications?

From: franck.lamas@stp-presse.fr [mailto:franck.lamas@stp-presse.fr]
Sent: 03 October 2006 12:05 PM
To: User questions and discussions about OTRS.org
Subject: Réf. : RE: Réf. : [otrs] notification

Do they receive a mail when you use 'Compose an answer' ?

If Yes, did you choose External Note when closing the ticket ?

-----otrs-bounces@otrs.org a écrit : -----

Pour : " User questions and discussions about OTRS.org " <otrs@otrs.org>
De : " Mamakwa M. Sefiri " <msefiri@nrf.ac.za>
Envoyé par : otrs-bounces@otrs.org
Date : 03/10/2006 12:02PM
Objet : RE: Réf. : [otrs] notification

I have trying both options but still customers don?t get mails. How long will it take to send an email?

From: franck.lamas@stp-presse.fr [mailto:franck.lamas@stp-presse.fr]
Sent: 03 October 2006 10:38 AM
To: User questions and discussions about OTRS.org
Subject: Réf. : [otrs] notification

Yes, it's possible.

You have to check in the admin module at Ticket::Frontend::NoteTypes

or modify the config.pm file adding the followings :

    $Self->{DefaultNoteTypes} = {
        'note-internal' => 1,
        'note-external' => 1,
        'note-report' => 1,
    };

After that, when you close a ticket the customer will receive a mail or not

-----otrs-bounces@otrs.org a écrit : -----

Pour : " User questions and discussions about OTRS.org " <otrs@otrs.org>
De : " Mamakwa M. Sefiri " <msefiri@nrf.ac.za>
Envoyé par : otrs-bounces@otrs.org
Date : 03/10/2006 09:15AM
Objet : [otrs] notification

Good day

I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.

I have read the manual no genericagent but it is not clear to me.

Please advice

Mamakwa

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