Re: [otrs] Customer notification of added note

;-) 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 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 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  and 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 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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