Ah I see, it seems i need more coffee... Thanks for your prompt reply Michiel.
David On Thu, Sep 10, 2009 at 3:18 PM, Michiel Beijen <[email protected]> wrote: > ;-) > 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/ >
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