Hey, I have a few questions regarding setting up notifications on OTRS (2.4.4). I see in the Admin section two different sections for notifications: "[Notification]" and "[Notification (Event)]":
1. What is te main difference between these two options? When are the notifications from "[Notification]" section activated/triggered? 2. Can I use HTML to format the notifications sent from the "[Notification (Event)]" section? If so, should I turn it on somewhere? 3. When setting up a notification in "[Notification (Event)]" for the event ArticleCreate can I use RegEx to specify a criteria in the fields "Subject match" and "Body match"? I've been trying to setup some events to achieve the following: - Notify a group (of agents) when a customer send a follow up note to an existing ticket - Also notify a groups of agents when a particular agent sends an answer to the customer (so everyone is on the loop of the communication) I tried setting up an notification for the event "ArticleCreate" or "ArticleSend" but this same event is triggered regardless of who sends it (customer or agent) and I'm not sure how to identify this in order to change the notification message accordingly. Any help on this questions is greatly appreciated. Regards, Gustavo
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