RE: [otrs] Agent add Note and notifications
Hi Davide, From my understanding, the purpose of notes is to add data to the ticket that agents can see, but the customer cannot. The 'Compose Answer (email) adds information to the ticket like a note, but also sends it to the customer. Dave -----Original Message----- From: Davide Bortolini [mailto:Davide.Bortolini@dopla.it] Sent: 09 March 2007 11:02 To: otrs@otrs.org Subject: [otrs] Agent add Note and notifications Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note?? ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net
You should also be able to change the note to note-external with the same
effect.
On 3/9/07 04:01, "David Sexton"
Hi Davide,
From my understanding, the purpose of notes is to add data to the ticket that agents can see, but the customer cannot. The 'Compose Answer (email) adds information to the ticket like a note, but also sends it to the customer.
Dave
-----Original Message----- From: Davide Bortolini [mailto:Davide.Bortolini@dopla.it] Sent: 09 March 2007 11:02 To: otrs@otrs.org Subject: [otrs] Agent add Note and notifications
Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note??
----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk
Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited.
Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81
Yes, but the customer didn't receive an email. It's only able to view
note. I would like to notify the customer when a note is added!
Davide
Salvador Manzo
Hi Davide,
From my understanding, the purpose of notes is to add data to the ticket that agents can see, but the customer cannot. The 'Compose Answer (email) adds information to the ticket like a note, but also sends it to the customer.
Dave
-----Original Message----- From: Davide Bortolini [mailto:Davide.Bortolini@dopla.it] Sent: 09 March 2007 11:02 To: otrs@otrs.org Subject: [otrs] Agent add Note and notifications
Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note??
participants (3)
-
David Sexton -
Davide Bortolini -
Salvador Manzo