;-) You don't have the option for email-external in the note screen, because for that, you would need to use the Compose Answer (email) option on the right side of the screen... -- Michiel
On Thu, Sep 10, 2009 at 4:07 PM, David Holder <[email protected]> wrote: > Hi Michiel, > > I don't have email-external as an option when creating a note for a ticket. > I'd rather have that option rather than creating a event based notification > though. > > Cheers, > > David > > > > On Thu, Sep 10, 2009 at 2:57 PM, Michiel Beijen <[email protected]> wrote: >> >> Hi David, >> >> I guess that's actually what email-external is meant for? >> >> But if you'd really want to do this, and you're on 2.4.x, you could >> create an event-based notification for this: >> >> Recipient: Customer >> Event: ArticleCreate >> Article Type: note-external >> >> You can use <OTRS_AGENT_SUBJECT[999]> >> and <OTRS_AGENT_BODY[999]> to get the subject and body from the note >> in your notification. >> >> Regards, >> >> Michiel >> >> On Thu, Sep 10, 2009 at 3:48 PM, David Holder <[email protected]> >> wrote: >> > >> > Hi Everyone, >> > >> > If my interpretation is right, when I add a note to a ticket I get two >> > options, Note-Internal and Note-External, I assume that Note-Internal is >> > used for agents only, and Note-External is used for customers and is >> > therefore visible via the customer logon. >> > >> > What I would like to do is when I add a note to a ticket, the contents >> > are sent to the customer of that ticket via e-mail. Does anyone know how I >> > should go about this? >> > >> > Thanks, >> > >> > David >> > >> > --------------------------------------------------------------------- >> > 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/ >> --------------------------------------------------------------------- >> 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/ > > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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/
