Hello there. Whenever the agent closes a ticket and makes a note, I would like the customer who requested the ticket to get notified (via email) that his problem was solved (or not). I would also like him to receive the note in the same email. How can that be done ? Thank you.
Currently, agent note is only viewable internally. At 12:13 PM 9/1/2003 +0000, Pedro Rebelo wrote:
Hello there.
Whenever the agent closes a ticket and makes a note, I would like the customer who requested the ticket to get notified (via email) that his problem was solved (or not). I would also like him to receive the note in the same email. How can that be done ? Thank you.
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You can change Kernel/Modules/AgentClose.pm to make this happen the way you wanted. At 09:30 AM 9/2/2003 -0700, Alex Zheng wrote:
Currently, agent note is only viewable internally.
At 12:13 PM 9/1/2003 +0000, Pedro Rebelo wrote:
Hello there.
Whenever the agent closes a ticket and makes a note, I would like the customer who requested the ticket to get notified (via email) that his problem was solved (or not). I would also like him to receive the note in the same email. How can that be done ? Thank you.
_______________________________________________ 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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Or use a standard answer (compose answer in agent interface -=> see demo system) for that. On Tue, Sep 02, 2003 at 09:35:25AM -0700, Alex Zheng wrote:
You can change Kernel/Modules/AgentClose.pm to make this happen the way you wanted.
At 09:30 AM 9/2/2003 -0700, Alex Zheng wrote:
Currently, agent note is only viewable internally.
At 12:13 PM 9/1/2003 +0000, Pedro Rebelo wrote:
Hello there.
Whenever the agent closes a ticket and makes a note, I would like the customer who requested the ticket to get notified (via email) that his problem was solved (or not). I would also like him to receive the note in the same email. How can that be done ? Thank you.
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
participants (3)
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Alex Zheng -
Martin Edenhofer -
Pedro Rebelo