Hi, I need help with this too. I have customers asking about closed tickets and even though I set the close to note-external and have also set followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; Customers do not get emails Regards Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com http://www.joraph.com/ ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: 03 October 2006 13:00 To: User questions and discussions about OTRS.org Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Yes, all the customer emails are their customerID ________________________________ From: franck.lamas@stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 01:52 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Definitively : external Have your customers a email adress in the system ? -----otrs-bounces@otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" De : "Mamakwa M. Sefiri" Envoyé par : otrs-bounces@otrs.org Date : 03/10/2006 12:33PM Objet : RE: Réf. : RE: Réf. : [otrs] notification When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers. Should the note-type be external or internal for customers to get notifications? ________________________________ From: franck.lamas@stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification Do they receive a mail when you use 'Compose an answer' ? If Yes, did you choose External Note when closing the ticket ? -----otrs-bounces@otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " De : " Mamakwa M. Sefiri " Envoyé par : otrs-bounces@otrs.org Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email? ________________________________ From: franck.lamas@stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification Yes, it's possible. You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; After that, when you close a ticket the customer will receive a mail or not -----otrs-bounces@otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " De : " Mamakwa M. Sefiri " Envoyé par : otrs-bounces@otrs.org Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting http://www.joraph.com/ , (Server #1) and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.