You should send an email from OTRS interface instead of using the External-note feature. To see the external note the usuer must log on OTRS. Att, André 2016-04-07 7:48 GMT-03:00 Rose Dowson :

HI,

I want that my OTRS server send a notification to the customer when the agent create an external-note on his ticket?

I can see that the message from agent is reaching the customer console but I need to have an automated-mail to the customer's mail every time an external-note is sent by the agent to the customer.

Do you have any ideas about this ?

Best regards,

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-- *André Luiz C. e Cavalcante, PMP, PRINCE2*