Thank you for your answer, i've got the same problem, i need to notify each the follow up to the customer (and the agents), to allow them to follow their tickets without use the web interface. Someone have any idee how I could do it ? Or can you tell me how it's work and how i can add this ?
Thank you, (sorry for my english) 2009/6/17 Maurício Ramos <[email protected]> > Hello, we use “en::Customer::StateUpdate” notification (configurable > through Admin->Notification) to do a part of the job. I say “a part of the > job” because there is the gap of not sending the notification when we > (agents) write a “follow up” that does not require a change of state (and in > these cases the customer is not notified). I worked a while on a new > notification “en::Customer::AddNote“ to send to the customer a notification > on an external note. Due to other priorities, this work was put aside a > little and is still not finished. If someone on the list have another easier > idea on how to do this, I also would like to hear. Mauricio. > > > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *samuel THOMAS > *Sent:* quarta-feira, 17 de junho de 2009 07:45 > *To:* [email protected] > *Subject:* [otrs] notify customer on agent followup > > > > Hello, > > I need to notify customers when an agent make a follow up on his ticket. > How can i do this please ? > > Thank you, > Samuel > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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