Don't create Article when send Email-Notification-external

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Magroll
Znuny newbie
Posts: 31
Joined: 05 Feb 2016, 18:07
Znuny Version: 5.0.3

Don't create Article when send Email-Notification-external

Post by Magroll »

Hi,
when an Admin creates an external Notification, the user get informed about that by Email. Thats fine.

But also in the Ticket OTRS create 2 new Articles:
Number One from Agent: External Notice - This one is okay
Number Two from System: EMail-Notifictaion-external - I don't want this one.

How can I configure OTRS to disable the 2nd One?

Thank you,
Mag
OTRS 5.0.3 - Level Beginner
jojo
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Re: Don't create Article when send Email-Notification-external

Post by jojo »

thats because you configered the automatic information to the customer on that note. If you want to inform customers use the reply functionality and the customer will receive the mail (no need for an extra notification)
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Magroll
Znuny newbie
Posts: 31
Joined: 05 Feb 2016, 18:07
Znuny Version: 5.0.3

Re: Don't create Article when send Email-Notification-external

Post by Magroll »

In OTRS are many automatic Notifications like the external Note, i.e. if I close a ticket. But none of these automatic notifications are creating an article about that notification for itself, without the external notification.

There is no Option to disable this behavior? :(

Regards,
Mag
OTRS 5.0.3 - Level Beginner
jojo
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Joined: 26 Jan 2007, 14:50
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Re: Don't create Article when send Email-Notification-external

Post by jojo »

the behaviour is as designed. If external (non agents) persons getting mails it will be visible as article
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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