Hi David,
I guess that's actually what email-external is meant for?
But if you'd really want to do this, and you're on 2.4.x, you could
create an event-based notification for this:
Recipient: Customer
Event: ArticleCreate
Article Type: note-external
You can use <OTRS_AGENT_SUBJECT[999]>
and <OTRS_AGENT_BODY[999]> to get the subject and body from the note
in your notification.
Regards,
Michiel
> ---------------------------------------------------------------------
On Thu, Sep 10, 2009 at 3:48 PM, David Holder <david.holder@gmail.com> wrote:
>
> Hi Everyone,
>
> If my interpretation is right, when I add a note to a ticket I get two options, Note-Internal and Note-External, I assume that Note-Internal is used for agents only, and Note-External is used for customers and is therefore visible via the customer logon.
>
> What I would like to do is when I add a note to a ticket, the contents are sent to the customer of that ticket via e-mail. Does anyone know how I should go about this?
>
> Thanks,
>
> David
>
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