Send notifications when agents answer

[fpaco]

Hello everyone

I am currently configuring OTRS to receive tickets coming from an external source. Those tickets are created through a web services and I would like to send answers the same way

So when I was configuring the invoker for my web service, I noticed the event ArticleCustomerNotification. From what I understood (sadly not much resources in the manual ), this event is fired when an agent add an article to the ticket ... but from all the tests I did, when I use the reply function it was not the case: the customer received an email but no http request was made and I see no trace of the event in the logs ...

So does someone know how to use this event ? Or how to do what I am trying to achieve ?

Thanks

OTRS version: OTRS 5.0.23

[jojo]

I guess thats an issue with your (self written) Invoker

[fpaco]

You mean this event is fired by the invoker when preparing the request ?

[jojo]

Reply should not trigger ArticleCustomerNotification but ArticleCreate

[fpaco]

Ok

I noticed that ArticleCreate was fired on a reply but I also noticed that ArticleAgentNotification was fired when a customer reply to a ticket when using the web interface ... So that's why I want to use the ArticleCustomerNotification.

So back to my question: how can I use this event ?