Hello Daniel: I would like to have two types of transactions, customer-facing and internal. The Notes feature will work for internal. It would be my hope that I would be able to have *all* customer-facing transactions sent to a set of email recipients that includes the customer. Example: 1) Customer opens ticket 2) Auto-reply goes out 3) Tech works on ticket and send email to queue with Ticket Number saying "I've performed the following actions" 4) CC List of other techs and customer receive an email update with the reply from (3) above 5) Customer sends reply saying "Please do this as well" 6) Like 4, CC List receives email update of (5) 7) Tech does request from (5) and updates ticket 8) Updated info sent to CC list 9) Ticket closed and cc list notified Does that help? Mike -------------------------- Michael Smith | Chief Technical Officer Adhost Internet 140 Fourth Avenue North, Suite 360, Seattle, Washington 98109 USA D 206.404.9015 P 206.404.9000 T 888.234.6781 F 206.404.9050 E webmaster@adhost.com W adhost.com Introducing Adhost's latest colocation service...... Online backups. Say good-bye to broken tapes and lost data. On Sep 23, 2005, at 1:04 AM, Daniel Balan wrote:

Hello Michael,

What transaction do you need to send? Isn't enough the reply message to the customer ?

Daniel

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Friday, September 23, 2005, 12:50:18 AM, you wrote:

Michael> -----BEGIN PGP SIGNED MESSAGE-----

Michael> Hello All:

Michael> I am a recent convert by job change to OTRS from RT and love it! I'm

Michael> trying to do the following in OTRS and cannot find the magic widget.

Michael> Any help would be greatly appreciated.

Michael> 1) Customer sends request (done)

Michael> 2) Ticket is created and auto-reply sent (done)

Michael> 3) Tech replies to ticket via email and system is updated (done)

Michael> 4) Customer receives copy of transaction from 3 (HELP!!! I can't do

Michael> this).

Michael> Thanks,

Michael> Mike

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