Notification to customer

[machadoa]

Hello !

I created a notification when a ticket is created the customer receive an email with confirmation that the ticket is created ...

My problem is I want this notification only work when a ticket is created by fetching mails to the PostMaster Mail Accounts and I don't want this notification work when an agent create a ticket in the web interface of OTRS with the module "New Phone Ticket" or "New Email Ticket" .

What I want :
- if the customer send a email to the PostMaster Mail Accounts , the email is fetched and the customer receive the notification
- if an agent create a ticket after a call from a customer , the ticket is created BUT the customer do not receive notification


Thanks

[reneeb]

Why do you use notifications and not the auto responses? Then you could switch of the SysConfig option AutoResponseForWebTickets and you're done...

[machadoa]

Ok

I followed your instructions and ... it works !

Thanks you guy

[Menny]

How about having it working the other way round?

When a new ticket is created I would like to have:

1) If the ticket is created either via Customer frontend or postmaster message, the user does not get any notification
2) If the ticket is created by Agent Frontend via Ticket By Phone/By Email the user gets a ticket creation notification

Is it feasible with OTRS 5?