Re: [otrs] Re: Customer notification on follow up

You want send notification to client when the status is change (from new -> open, for example). Please follow the email "Sending notficiations to customers only upon closing a ticket" and change this: modify Ticket.pm http://ticket.pm/ search: # send customer notification email if (!$Param{SendNoNotification}) { and change: # send customer notification email if (!$Param{SendNoNotification} && $State{TypeName} eq 'open' ){ I post an mini how-to to do that in my blog, but is in spanish and portuguese (not english, sorry): http://gazambuja.ideas3.com On Dec 11, 2007 7:43 AM, Matas Labasauskas wrote:

Hello,

do i need to try to explain my question one more time in another way, or it's not possible?

thank you!

Matas

On 03/12/2007, Matas Labasauskas wrote:

...

Hello,

is it possible to receive notification for Customer via e-mail (Outlook) on follow up? In case this Customer is tracking tickets of several companies, not only tickets created by himself. All the tickets are visible for him via Customer interface, but to make it more convenient Customeris asking to send e-mail if there is an answer to any of existing tickets to force him to log in via Customer interface only for significant reason and not to log in many times hoping for an answer.

thank you in advance,

Matas

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