Hello,
I'm trying out OTRS and have ran into a problem.
Consider this scenario:
I receive an email from a customer (blah at foomail.com) requesting help to
fix a window.
Customer receives a "new ticket notice" ...good
I forward that email to an external contractor (bob at hotmail.com) to fix
that window asap.
I also open the ticket from "new".
Customer receives an "Open ticket notice" ...good
I receive a reply from the contractor stating the job is done.
Contractor receives a "Thank you for your follow up notice" .. ok
I close the ticket
Contractor (bob at hotmail.com) receives the "Closed Successful notice" ... not
good.
Customer (blah at foomail.com) doesn't receive the "Closed Successful notice"
at all.
I would have thought the customer would receive the "Closed Successful notice",
not the contractor.
Is this a bug or should there be some setting somewhere?
Thanks.. -Rod
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