OTRS 5 - mail configuration

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rovell74
OTRS newbie
Posts: 14
Joined: 20 Aug 2014, 23:46
OTRS Version?: 5.0.17

OTRS 5 - mail configuration

Post by rovell74 »

Hi

I want to send a notification email to all the people of a queue when a ticket is closed by sending an email to the customer. Is it possibile to do it? In alternative is it possible to automaticaly set a CCN email adress when a ticket is closed by sending an email to the customer?
I'm using OTRS 5

Thanks

jojo
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Re: OTRS 5 - mail configuration

Post by jojo »

you can create Ticket Notifications for the agents for such a usecase. But you should consider if you really want to bother all agents any time a tixket is closed or just the ones who are watching the ticket
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rovell74
OTRS newbie
Posts: 14
Joined: 20 Aug 2014, 23:46
OTRS Version?: 5.0.17

Re: OTRS 5 - mail configuration

Post by rovell74 »

Hi

there is no possibility to create a Ticket Notifications for the event "SendAnswer". It is not present in the list of the possible event. How can i add it?

Thanks

jojo
Moderator
Posts: 14785
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: OTRS 5 - mail configuration

Post by jojo »

Use ArticleSend or StateUpdate
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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