Mail to customer, when creating note for external
Hi, in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something? Sorry, if this mail appears twice, but I think, the first try to send it failed. Tnx and bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de
Hi Andreas,
in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something?
I was confused about this myself a few days ago. However, if you think about it logically, what would be the distinguishing factor between an external note and an external e-mail? My guess is that this is used in a situation when you want the customer to know you're attaching a note to their ticket and are using the customer interface. I personally see no use for this feature as it stands. I agree with you--if I were updating a ticket with something a client could see, I'd want them to be notified via e-mail. I don't make use of the customer interface at this point in time. I'm not sure if there's an option to turn this off or alter the behavior, although I'd be interested to know myself if there was. Best wishes, Paul
Hi Andreas, On Fri, Feb 21, 2003 at 04:33:07PM +0100, Andreas Haase wrote:
in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something?
No, the note is just a note (nobody will be informed). If you want no inform the customer about something use the "Compose Answer" link. Then you will be able to check the sender address, add attachments, ...
Andreas Haase EastLink GmbH
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier
Hy,
in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something?
If you want no inform the customer about something use the "Compose Answer" link. Then you will be able to check the sender address, add attachments, ...
in this section there is no link available. Do I have to configure some special things for that? Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de
Hi Andreas, On Tue, Feb 25, 2003 at 01:37:55PM +0100, Andreas Haase wrote:
If you want no inform the customer about something use the "Compose Answer" link. Then you will be able to check the sender address, add attachments, ...
in this section there is no link available. Do I have to configure some special things for that?
QueueView (Standard) or Ticket-Zoom should have "Compose Answer" links (of course you need to add Responses to the Queue -=> admin interface -=> "Responses <-> Queue").
Andreas Haase EastLink GmbH
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
On Tue, 25 Feb 2003, Martin Edenhofer wrote:
If you want no inform the customer about something use the "Compose Answer" link. Then you will be able to check the sender address, add attachments, ...
in this section there is no link available. Do I have to configure some special things for that?
QueueView (Standard) or Ticket-Zoom should have "Compose Answer" links (of course you need to add Responses to the Queue -=> admin interface -=> "Responses <-> Queue").
That works great, thank you. Bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de
participants (3)
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Andreas Haase -
Martin Edenhofer -
Paul