Ah I see, it seems i need more coffee...

Thanks for your prompt reply Michiel.

David

On Thu, Sep 10, 2009 at 3:18 PM, Michiel Beijen <mb@otrs.org> wrote:
;-)
You don't have the option for email-external in the note screen,
because for that, you would need to use the Compose Answer (email)
option on the right side of the screen...
--
Michiel

On Thu, Sep 10, 2009 at 4:07 PM, David Holder <david.holder@gmail.com> wrote:
> Hi Michiel,
>
> I don't have email-external as an option when creating a note for a ticket.
> I'd rather have that option rather than creating a event based notification
> though.
>
> Cheers,
>
> David
>
>
>
> On Thu, Sep 10, 2009 at 2:57 PM, Michiel Beijen <mb@otrs.org> wrote:
>>
>> 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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