RE: [otrs] Agent add Note and notifications
I thought that note-external is intended to show information coming in
from an external source, like a reply from a supplier's helpdesk system.
These are also not sent to your customer.... Or is my installation not
working properly?
Dave
-----Original Message-----
From: Salvador Manzo [mailto:manzo@usc.edu]
Sent: 09 March 2007 16:21
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Agent add Note and notifications
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??
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note-external is intended to be viewed from the customer interface. If it is
note-internal then it can only be viewed by the agents though the agent
interface
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
David Sexton
Sent: Friday, March 09, 2007 11:23 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Agent add Note and notifications
I thought that note-external is intended to show information coming in
from an external source, like a reply from a supplier's helpdesk system.
These are also not sent to your customer.... Or is my installation not
working properly?
Dave
-----Original Message-----
From: Salvador Manzo [mailto:manzo@usc.edu]
Sent: 09 March 2007 16:21
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Agent add Note and notifications
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
_______________________________________________ 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/
participants (2)
-
David Sexton -
Maurice James Ny