It works :) Thanks a lot! Roger. 2011/7/7 Rory

When you have a ticket open you can reply by email by clicking the drop down list with "reply" in it. Select the "Empty Answer" option and write your email. Click "Submit" to send.

In the Admin section you can create Responses with the content of an email you might send regularly. You can then add a particular Response to one or many queues. When you click on the Reply drop down list in the ticket the new Response you have added will be available. Note: the ticket must be in the queue with the Response added for the Response to show in the drop down list.

Kind regards, Rory Clerkin

On 7 July 2011 16:30, Rogerio F Cunha wrote:

...

Dear Sirs,

It is possible to automatically send an email to the customer with the contents of a note added to the ticket? This possibility would serve to ask a customer more information about the opened ticket, without the need to contact him by phone.

Roger.

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El-Sergani, Could you explain how to use the notification feature? As far as I could check the (valued) procedure informed by Rory Clerkin works only if the customer is registered as customer on OTRS. I wish I have a way to send email to "ad-hoc" customers. Best Regards, Roger. 2011/7/7 Muhammad El-Sergani

U can use even notifications as well. I'm not on the system at the moment, but I could fetch you the way for sure.

On Thursday, July 7, 2011, Rogerio F Cunha wrote:

...

It works :) Thanks a lot! Roger.

2011/7/7 Rory

When you have a ticket open you can reply by email by clicking the drop down list with "reply" in it. Select the "Empty Answer" option and write your email. Click "Submit" to send.

In the Admin section you can create Responses with the content of an email you might send regularly. You can then add a particular Response to one or many queues. When you click on the Reply drop down list in the ticket the new Response you have added will be available. Note: the ticket must be in the queue with the Response added for the Response to show in the drop down list.

Kind regards, Rory Clerkin

On 7 July 2011 16:30, Rogerio F Cunha wrote: Dear Sirs,

It is possible to automatically send an email to the customer with the contents of a note added to the ticket? This possibility would serve to ask a customer more information about the opened ticket, without the need to contact him by phone.

Roger.

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Hello Rogerio, "reply -> empty Answer" - should work for sure also for ad.hoc customers. (In my case nearly anyone is a ad-hoc customer, we don not have many otrs-registered clients) As far as I can see, the notifications are only used to store Infos which should NOT be posted to anyone, but inform other Agents or even the client if the notice is set to "external" and the (registered) Client uses the OTRS-Frontend. Otherwise there would be no place to store a internal Message like "talked to the client for half an hour, but he refused to send a second e-mail..." If you want to write a ad-hoc Message to a Client which has no open Ticket, you can use "Telefon Ticket" - this will also work with registerd and not registered Users and will create a new Ticket. regards, Fritz Am 08.07.2011 02:06, schrieb Rogerio F Cunha:

El-Sergani,

Could you explain how to use the notification feature? As far as I could check the (valued) procedure informed by Rory Clerkin works only if the customer is registered as customer on OTRS. I wish I have a way to send email to "ad-hoc" customers. Best Regards, Roger.

2011/7/7 Muhammad El-Sergani mailto:msergani@gmail.com>

U can use even notifications as well. I'm not on the system at the moment, but I could fetch you the way for sure.

On Thursday, July 7, 2011, Rogerio F Cunha mailto:rogerio.cunha@gmail.com> wrote: > It works :) > Thanks a lot! > Roger. > > 2011/7/7 Rory mailto:rclerkin@gmail.com> > > > When you have a ticket open you can reply by email by clicking the drop down list with "reply" in it. > Select the "Empty Answer" option and write your email. > Click "Submit" to send. > > In the Admin section you can create Responses with the content of an email you might send regularly. > You can then add a particular Response to one or many queues. > When you click on the Reply drop down list in the ticket the new Response you have added will be available. > Note: the ticket must be in the queue with the Response added for the Response to show in the drop down list. > > Kind regards, > Rory Clerkin > > On 7 July 2011 16:30, Rogerio F Cunha mailto:rogerio.cunha@gmail.com> wrote: > Dear Sirs, > > It is possible to automatically send an email to the customer with the contents of a note added to the ticket? This possibility would serve to ask a customer more information about the opened ticket, without the need to contact him by phone. > > Roger. > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >

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