I guess. But is the mere act of assigning the queue sufficiently repeatable that you don't want to explain this concept in a reply and just change queues separately? On Mon, Oct 6, 2014 at 6:41 AM, Lars Jørgensen wrote:

2014-09-29 18:21 GMT+02:00 Gerald Young :

...

Why? If you did this by way of paper, would you send a snail mail envelope to the customer telling her you changed folders?

​No. But that's beside the point.

We have some queues where tickets can end up taking a lot of time. These queues are for the evaluation and prioritizing of tickets regarding problems that can't be immediately solved but might require development resources (or might even be rejected). We want customers to know when their ticket has entered one of the queues, so they know that they can't expect a solution immediately.​

​Is that possible? ​

​Lars​

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To do what you need use Notification event and chose Customer as destination for your especific event. Regards 2014-10-07 2:15 GMT-06:00 Lars Jørgensen :

2014-10-06 15:18 GMT+02:00 Gerald Young :

...

I guess. But is the mere act of assigning the queue sufficiently repeatable that you don't want to explain this concept in a reply and just change queues separately?

​Yes, it happens a bit. We're not a high volume site, but gets around 50-70 support tickets each day. I think one or two of them are moved into the evaluation queues, and the people responsible for doing it requested the automatic customer notification.

As far as I can see OTRS ​supports this. I just can't make it work. Any hints?

Lars

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